A question we’re often asked, “Can suppression help with compliance for FCA regulations?”
Suppression Can Help with FCA Regulations
Of the two modes of DTMF removal/masking, it is the only one that can help. By suppressing the tones and not letting them enter the telephony system, you can record the entire call, therefore complying with the FCA regulation that you must be able to review the entirety of your agents’ calls in an audit or a training method to make sure that there is no miss-selling or misrepresentation from your business.
The Problem with Masking
However, if you’re using masking, it’s still on the actual line, and therefore could be decrypted or potentially be heard, so you would need to normally keep the call recording in place just as a backup. Hence, we chose to use suppression to give you a much cleaner line and comply with your FCA regulations.
Presented by Mark Kelly – Chief Commercial Officer (CCO) at Key IVR