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GDPR: What does it mean for Call Recording?

15/03/2018

Call Recording has long been established in business telephone systems. Recording calls within your business is crucial and brings many benefits, for your staff and your customers.

Delivering World Class Customer service is how you can differentiate yourself from your competitors and in order to achieve an exemplary service, call recording is a must!

It’s used to monitor your calls and review the performance of your staff. The files are saved on the system, and can be accessed whenever is needed for training.

If you’d like some more information, we have written previously about Call Recording. 

GDPR

The General Data Protection Regulation (GDPR) is a new legislation which comes in to play on 25 May 2018. It is designed to help people take control of their personal data, which means businesses will need to review their data storage processes to protect their customers!

So, what does this mean for Call Recording?

Every business is going to have to review their procedures in line with this new law. Many aspects are affected, and new practices will have to be adopted and implemented in order to stay in check!

It’s clear that if you are recording customer calls, your business must comply with the new GDPR guidelines.

During a call, a customer can be asked to disclose various types of information about themselves, depending on your company and the type of call itself. Things such as names, addresses and financial details are regularly recorded in every customer call!

How do you prepare?

If you’re already recording calls, then you are already privy to the data protection legislation already in place. Therefore, you should already have some procedures to handle and store this data appropriately, and consciously with the privacy of your customers in mind.

But how will these standards change, and what will you have to do to meet the requirements?

The new legislation is closely aligned with the existing data protection legislation with regards to data and the way to handle it securely…

Which is good news for you, as it shouldn’t require a complete overhaul but just a revamp and upgrade of what you already, hopefully, have in place!  

The main difference is that you will have to provide the actual justification of why the recording is taking place.

 

The GDPR legislation outlines 6 situations in which call recording is deemed lawful, and in order to be within compliance, at least one has to be adhered to!

  1. The people involved in the call have given consent to be recorded
     
  2. Recording is necessary for the fulfilment of a contract
     
  3. Recording is necessary for fulfilling a legal requirement
     
  4. Recording is necessary to protect the interests of one or more participants
     
  5. Recording is in the public interest, or necessary for the exercise of official authority
     
  6. Recording is in the legitimate interests of the recorder unless those interests are overridden by the interests of the participants in the call

 

How do you comply?

Data protection policies will no longer just be something that is suggested, you will be required to put formal procedures and policies in place in order to comply with the new legislation.

Businesses, that call record, will have to draw up a specific policy which outlines what their procedures are and why, detailing how they will obtain the customers consent, and how you will keep the recordings secure.

Thing is, the likelihood is that you already have these in place but maybe not in writing!

This gives your business the opportunity to get them air-tight, and ensure that all employees are coherently adhering to the exact same business procedures – which will ultimately improve overall customer experience!

Our advice is to seek proper legal advice on how GDPR will affect the recording of your telephone calls. This article is to give you a brief insight into why it’s important and give you a nudge to get it sorted and protect yourself!

BUT, we will say that other than the legal aspects it’s imperative to get your house in order to give your customers the knowledge and confidence they need to satisfy themselves that you’re a reputable and trusted company to work with.

If you need any help with your Call Recording functionality or don’t currently use Call Recording, we’re happy to help. Give us a call on 0121 344 0007. 

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