Call recording is an important part of any communications system. Whether you’re monitoring customer interactions within your contact centre or recording crucial discussions with a partner or supplier, it can bring many benefits to businesses.
But if you aren’t careful about how you collect and store these recordings, you could be opening your business to major problems. There are now strict compliance regulations governing the handling of these assets, so you need a communications system that’s built with this in mind.
What GDPR means for Call Recording
The rules regarding the creation and safeguarding of call recordings are set out in the General Data Protection Regulation, or GDPR. This has been in force since May 2018, so by now all businesses should be aware of its provisions. But it’s a lengthy and complex piece of legislation and the consequences for any breaches can be severe, with tough financial penalties for serious incidents.
One of the first things to be aware of is you now need a legitimate reason for recording a call and, crucially, you can no longer rely on assumed consent, meaning everyone involved has to give their express permission to be recorded and should understand what the reasons are.
Once recordings have been made, the next issue is how the data is stored securely and how it can be accessed. As well as standard privacy requirements such as encryption and authentication to ensure it cannot be listened to by unauthorised personnel, your solution must abide by two other key GDPR principles – the right for people to access their personal data and the right to be forgotten.
This means you must be able to provide an individual with a copy of their recording if asked, while you must also have a clear policy for deleting recordings, as people can withdraw their consent for you to keep the recording at any time.
The tools you need to stay compliant
Swift by Arrow comes with a standard Call Recording feature. Swift record calls automatically or on-demand, set by the user. Rules can also be set against inbound numbers, groups or departments. Swift comes with 10GB of storage on AWS for recordings, which gives over 50,000 minutes of recordings in MP3.
RAMP – GDPR Compliant Call Recording
Businesses also have the option to integrate the Swift Platform with RAMP, a fully compliant Call Recording feature. RAMP has been developed specifically to meet the need for secure access and archiving of call recordings and it ensures you can retain full GDPR compliance in recordings.
This allows you to upload, store and access all of your historic call recordings in a single, secure cloud location, with full encryption both when data is in transit and at rest.
When it comes to accessing and deleting records, only people with specific permission will be able to do so, and if a record is removed, they are able to give a reason for doing so.
The system has a predefined deletion option for GDPR compliance. This ensures that even if the contents of a conversation have to be removed, you do not lose the record of the call. Instead, all referenceable personal information and metadata are replaced with ‘GDPR’ to indicate compliance without affecting any key figures.
Do you need Compliant Call Recording for your business? Swift may be the correct solution for you.
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