Apr 8, 2021 While almost everyone has heard the phrase: “This call may be recorded for quality control purposes,” while waiting to speak to a business service representative or call centre operator, businesses are starting to appreciate that the effective and compliant recording of conversations has evolved from humble beginnings into a strategy to provide a strategic business advantage. “Compliant call recording not only improves customer experience, but it also provides efficiencies that boost a business’s competitiveness,” says Telviva chief commercial officer Rob Lith. As the long-awaited date of 1 July 2021 approaches, which is when the Protection of Personal Information Act (POPIA) comes into force, compliance becomes vital. Many organisations have been edging closer to compliance, most often with the help of a compliance officer, but there are outliers who are scrambling at the last minute.