The GDPR legislation is incredibly comprehensive, aiming to do nothing less than protect the data and privacy of all individuals within the European Union. That’s a big ask. And it means that GDPR impacts businesses in all sorts of ways.
In this article, we will look specifically at how GDPR affects businesses’ call recording practices.
Since, under GDPR, call recording is a form of “data processing”, those businesses which do it need to make sure they are doing so in a compliant way.
Firstly, companies that wish to record calls need to be able to give a good reason for doing so. The legislation suggests that your purpose for recording calls should fulfil at least one of the following.
Call recording is crucial to comply with a contract
Call recording complies with legal requirements
The people in the call have offered their consent to be recorded
Call recording is essential for the protection of one or more participants
Call recording is necessary for public interest purposes
Call recording is legitimately in the interest of the recorded (unless those interests are less important than the interests of the participant)
Secondly, GDPR is all about consent. This means that you are required to gain consent before any recording takes place. A good modern call recording solution will be designed to acquire explicit consent before any call recording takes place.
Thirdly, you need to be transparent. This means notifying customers when you’re recording a call, letting them know what they’re agreeing to and telling them their rights when it comes to their data. But this goes beyond the typical “your call is being recorded for training purposes”, and requires businesses to give more information about their rights, what they’re consenting to and why their call is being recorded.
Under GDPR, consumers’ privacy and transparency rights trump a business’s right to collect and use data. As such, any callers need to be made aware of this fact – as well as of how they can contact you to address any call recording concerns (including their ability to remove consent).
GDPR certainly presents a challenge to businesses that use call recording. However, so long as your business sticks to the rules, there’s no reason why you can’t continue to record calls in a secure and compliant way. If anything, GDPR presents a good opportunity for businesses to tidy up their existing call recording processes and become more efficient.
WMX Global is a leading technology and international communications provider. Our global contact centre solutions contain everything you need to run an effective international call centre, including call recording.
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