MARKET REPORT Call Recording
Call Recording
The compliance need for call recording was initially
placed upon the emergency services, but that scope
has widened out in recent times to encompass almost
all organisations in one form or another – as Comms
Business Magazine explains
Today, call recording is used
just about everywhere.
Driven to a large extent
by compliance, including
greater emphasis on data
regulation, call recording now
has a pivotal role to play within
business.
If you run a call centre, you
could be forgiven for thinking
that the world of business
compliance has it in for you.
e rigors of PCI/DSS (more
later) were augmented in May
2018 with the introduction of
the European Union’s General
Data Protection Regulation
(GDPR). Not only does it have
sweeping provisions about the
collection and retention of
consumers’ personal data, it also
has a set of robust provisions
pertaining to call recordings.
To make matters even
more complicated, these
provisions often clash with
existing regulations around call
recordings.
And just a reminder to
those thinking that the UK
departure from the EU means
these rules do not apply, think
again. GDPR applies to any
organisation processing the data
of European residents, even
if that organisation is based
outside of the EU.
Prior to the GDPR we
in the UK had the Data
Protection act (DPA) which
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classi ed call recording as a
form of data processing, as
recorded conversations have the
potential to capture personal
information, including names,
addresses, nancial details,
religious beliefs, and medical
records.
Under the DPA, individuals
must be informed about the
purpose of the recording. When
it comes to consent, however,
tacit consent is assumed under
the DPA as long as individuals
are informed about the
recording and given the option
to opt out. You know, the
announcements heard saying
calls are recorded for training
purposes etc.
UK communications
rm Semaphone points
out however, ‘GDPR o ers
stringent guidelines as to when
a recording may occur and how
the record must be treated.
Because they often contain
personal information, the
recording of calls is considered
a form of data processing and is
therefore subject to all the rules
around it.
is means that tacit
consent will no longer su ce.
Individuals will have to
explicitly agree to have their call
recorded and using messages
like “ is call will be recorded
for training purposes” will not
be enough to secure consent.’
What are the major compliance
issues impacting the use of
call recording applications?
Iain Sinnott, Sales and
Marketing Director at VanillaIP
reminds us that we have three
major compliance requirements;
PCI compliance, GDPR
Compliance and MiFIDii
Compliance.
“All compliance obligations
sit at the end customer level
and will represent di erent
requirements from those
customers on their supply chain.
It is not for the supplier to be
compliant, as requirement will
almost always go beyond both
the recording itself and even the
voice service, but as suppliers
we can really help businesses
demonstrate a ‘reasonable’ e ort
to deploy a compliant process.”
Ciaran Bolger,Director of
Business Development at Nuvias
UC says that with regulations
governing a variety of industries,
and with businesses increasingly
operating from multiple
locations around the world,
compliance remains a key issue.
“Unfortunately, not every call
recording solution is equal, and
businesses can struggle to meet
the high demands of regulations.
Secure storage is the top priority
www.tollring.com
Call Recording with
Cutting-Edge Analytics
and Visual Dashboards
RECORD • EVALUATE • UNDERSTAND
24 | Comms Business Magazine | February 2020 www.commsbusiness.co.uk
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