Insights
Analysis & Perspectives
Compliant telephone recording and analysis under MiFID II
MiFID II raises expectations for recording, retaining and accessing conversations that may lead to transactions. Firms need authorised, tamper-resistant records and useful management information, not only basic capture.
Recordsure calls for more structured engagement with RegTech community
Recordsure welcomes the FCA’s 2017–18 Business Plan but argues that existing initiatives do not yet amount to a dedicated RegTech programme.
Are Compliance Teams Set to Shrink?
Some banks were reducing or planning to reduce compliance headcount after a slowdown in fines, but Recordsure argues that technology should augment human judgement. Firms can use RegTech to reduce manual work, improve monitoring coverage and focus people on higher-risk…
Sales tactics and customer satisfaction: what approach should banks take?
JD Power findings and the Wells Fargo scandal show how aggressive sales practices can undermine customer satisfaction. Banks need better visibility of branch-level conversations and a stronger focus on advice rather than selling.
The Potential Return on Investment of MiFID II Call Recording
MiFID II conversation recording can create value through better processes, customer understanding, competitor insight, staff development and compliance evidence.
Data is key to the MiFID II call recording requirements
MiFID II expands call recording obligations, but the data from recorded conversations can do more than satisfy a basic requirement. With analytics, firms can create useful management information and improve oversight.
FinTech – why aren’t banks cashing in?
Banks are missing opportunities to use FinTech and RegTech to reduce governance, risk and compliance costs, partly because legacy systems, inertia and board-level technology gaps slow adoption.
Are You Taking Advantage of AI?
AI is already being used in practical ways across industries, from diagnosis and customer email analysis to compliance monitoring. Joanne Smith argues that firms can use it to improve transparency, reduce manual record-keeping and support better customer outcomes.
A Case of ‘Big Brother’ or Better Results?
Conversation recording can improve customer experience, monitoring and confidence when firms explain the protection that authentic records provide.
Are there brighter times in banking ahead?
Mis-selling, culture change and the risk of poor conduct returning mean banks, regulators and shareholders must keep focusing on culture, controls and advice risks.
£193 billion: the real cost of poor recordkeeping
Inadequate record keeping can undermine suitability evidence in wealth management, making complete interaction records essential for customer protection.
Three big problems with call recording
Call recording alone does not always capture face-to-face or field conversations, and audio review can be time-consuming. Recordsure addresses these gaps by capturing more interactions, segmenting conversations and enabling a greater proportion of business to be checked.
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Case studies
Proven outcomes in practice
Major UK retail bank
Improving oversight and QA across mortgage advice
Read case study: Improving oversight and QA across mortgage advice
Major UK Tier 1 bank
Improving QA oversight and reporting across business banking conversations
Read case study: Improving QA oversight and reporting across business banking conversations
Government Department — UK
Digitalising interview recording to reduce cost and improve efficiency.
Read case study: Digitalising interview recording to reduce cost and improve efficiency.