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Call Recording and GDPR. What does it mean for your business?

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Call recording has become a staple part of an SME’s communications system, providing valuable data, improving transparency and ensuring traceability.  Call recording has become an integrated application, playing a large part in digital transformations as businesses use the data gained to drive growth, measure sales performance and to continually improve the type of service customers experience.

So with a practice such as this, that we have all become accustomed to, what implications does the introduction of GDPR mean for call recording?


GDPR is coming – May 2018

One of the key points to take from GDPR is that the customer has the right to be forgotten.  Businesses who use call recording will need to have a very good understanding of when it is appropriate to record calls and that explicit consent for such a practice will need to be given.

Under the new GDPR regulations, when is it acceptable to record calls?

  1. When adhering to other regulations such as MiFID II.
  2. Where an individual has given direct permission to be recorded.
  3. When recording a call is in the interests of the public. This is the case in the large number of calls that the emergency services deal with.
  4. When recording is vital to protect one or more participants of the call.

Non-compliance with the new GDPR regulations can result in heavy fines and so businesses need to be clear about their intentions and practices.

Looking ahead, call recording systems will need to have the capability to gain the explicit consent before the call takes place.  Integrating all call recording with other analytics will give a business or organisation a true picture of how the customer interacts with the business at every point.  Identifying any issues, analysing the performance of each team and whether there are any trends that will allow a business to react better to, are all key areas in which call recording can provide immense value.

As the date for the introduction of GDPR moves closer, call recording solutions will need to change to reflect the new regulations. Organisations will then be able to continue to benefit from the data gained, whilst remaining compliant.

There are planned changes to call recording solutions that will enhance some of the applications businesses currently take advantage of. Call recording is set to become more easily accessible by utilising AI services that are delivered via the Cloud, making the road to Digital Transformation an easier one.  If you use call recording, you’ll need to feel safe in the knowledge that you are compliant to these new regulations.

Many businesses are still unaware of the impact the introduction GDPR will have and what parts of their everyday business activities it will directly have an effect on.

GDPR, however does present opportunities.  By cleaning up business practices and data, processes become more value added and efficiency based.

For any further information, please do not hesitate to contact  a member of our team.

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