As many companies are aware the old Data Protection Act was replaced on 25th May 2018 with the new Europe wide GDPR regulation. Under the new regulation a company must decide and justify which basis they use to process and retain customer data. There are six lawful bases to process and retain customer data cited by the ICO which includes call recordings, and companies will have to decide and justify which of these bases they use. These include Consent, Legitimate Interest, Contract, Legal Obligation, Vital Interests and Public Task. Call Recording can in fact be an excellent means of recording ‘Consent’ as proof is needed that consent has been given to comply with GDPR.
Many older and even fairly recent call recording systems can only find calls based on limited search criteria by using time, date, duration and via incoming CLI (Calling Line Identity) and this may present problems if rapid retrieval of calls is required under the GDPR right to be forgotten.
Our team at NB Data would recommend a system such as the Vidicode Apresa that has a stop recording feature in case the customer decides at the point of contact or during a call that their legitimate interest is being overridden by the call being recorded. An example of this might be where a call is being recorded for training purposes which benefits the company but where the customer feels it has no benefit. A Secure Delete feature will also delete calls for GDPR compliance, so that they cannot be retrieved by any means in the future. Call marking, and screen recording enhance the overall ability of a recorder to locate calls quickly.
Often the requirement for GDPR compliance within a company is intertwined with protecting sensitive credit/debit card information taken over the phone (PCI DSS) and for those in the finance and insurance industry the need to satisfy the FCA (Financial Conduct Authority) that financial transactions are being recorded. A call recording system that can cope with all of these requirements is, in our opinion, available through our trusted call recording suppliers Vidicode using the Apresa System.
There are many clear benefits in choosing the Vidicode Apresa to assist with regulatory compliance, but all is not lost for owners of legacy call recording systems as we offer a phrase and word matching platform through VoiceCrunch. This alleviates costly and time-consuming searches for a customer’s calls. However, the Apresa with VoiceCrunch together are a powerful solution for those customers requiring PCI (Payment Card Industry) and FCA (Financial Conduct Authority) as well as GDPR protection.
The Apresa solution is scalable to any size of organisation for trunk or extension recording of N3, SIP/VoIP, ISDN II, E1/T1, TDM, Analogue and Audio (e.g. radio) communication and available on-premise, hosted, virtualised or OEM.
The Apresa and all Vidicode UK products are available from NB Data and can be seen on our Dedicated Vidicode page or you can talk to our call recording experts on 0161 7672540. Alternatively, Web Chat with us using the link below right!
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