Whether it’s a call center, contact center, or any other service department, every business must follow certain legal requirements for call recording. With the introduction of the European Union’s General Data Protection Regulations (GDPR), recording calls has changed. In this blog, you will get to know detailed information about recording calls under GDPR, their relationship, and their compliance.
What do you mean by call recordings?
Recording calls is a type of data processing as it usually involves the riding of sensitive and personal information. For instance, customers may share their address, financial information, PINs, or other confidential information. So, while recording the calls, businesses must comply with certain rules specified in the GDPR.
What do you mean by GDPR?
EU GDPR started on the 25th of May 2018. GDPR is established to manage the way businesses handle and export the personal data of their customers. Every business within the EU and outside of the EU had to adapt to the rules under GDPR. Businesses outside the reach of the EU law are also required to make little changes in the way they collect data from EU citizens. The new regulations introduced by the GDPR have improved the ways for businesses to connect effectively with their customers and deliver superior experiences.
GDPR mainly focuses on uniting the existing laws and regulations throughout the EU member states to have a central reference source. It aims to protect the rights of EU citizens and empower them to control the kind of information businesses can gather from them.
GDPR provides strict guidelines about:
- How and when calls could be recorded
- Obtaining consent from customers
- Storing recorded calls
- How the record must be treated
GDPR and Call Recording Compliance
One of the key areas that have been influenced greatly by the GDPR includes the call recording system. Before introducing GDPR’s guidelines, businesses were just required to inform the clients that they recorded the call. If the customer continued the conversation, it was assumed that they agreed to the recording and had no issues with their conversation being recorded. However, with the emergence of GDPR guidelines, organizations cannot just assume that their clients have no issues with the recording. To comply with GDPR’s guidelines, they have to get clear consent from the clients for the recording. Moreover, they are also required to explain the purpose behind recording the calls. The reasons for recording a call must fulfill various conditions, such as:
- The person involved in the call has given his consent to be recorded
- It is necessary to fulfill a contract signed by the participant
- It is indispensable to fulfill a legal obligation
- It is indispensable to guard the interests of one or more participants
- It is in the best interest of the public, etc.
With GDPR in place, implicit consent will no longer be sufficient. Businesses or organizations will have to explicitly get consent from the individuals who agree to have their call recorded. It is important to note that sending text messages like the call will be recorded for training purposes, or future reference will not be enough to secure consent.
Besides securing clear consent from the individuals and having a legal purpose for call recording, businesses must also assure that the records are easily accessible to produce them in front of the concerned party. Businesses can even delete the audio file of the recording permanently to stay compliant with GDPR.
Why must businesses adapt to new standards set by GDPR?
To perform better, today’s businesses must comply with all the standard rules and regulations. When recording the calls, they should be clear about when, where, and how they are recording the calls. Most importantly, they must be clear about where they are storing the information about their customers. It is important to manage all the data carefully since it consists of crucial information about the customers.
To implement the new standards in the organization’s working system, many businesses invest in high-quality recording and secure data management systems. These systems have become a necessity due to many reasons such as:
- For data protection: When businesses record the conversation with their customers. It becomes their responsibility to store the information securely to prevent mishandling or misuse of data. Organizations must employ the best practices and policies to ensure proper management and protection of data.
- To abide by data retention rules: As per GDPR’s rules and regulations, data must be stored and managed for a period that is enough to fulfill the purpose of the call recording. After that, businesses can delete the data from the system.
- To comply with customer’s right to access data: Customers have the right to access their data. Therefore, whenever an organization gets a request for data access, it must comply with it within 30 days after receiving the request.
- To obey the right to be forgotten: If the customer wants to delete some personal data from the recording, the organizations must ensure that all the personal data from the EU customer is available to be deleted.
Today’s advanced call/contact centers and other service departments must invest in secure call recording and data management systems to comply with the guidelines of GDPR. This will not only help businesses in delivering exceptional customer experience but will also reduce the chances of cybercrimes and data theft.