Because the way we create, store and share data changes every day thanks to technological developments, extensive regulations, policies, and standards have been created that companies are obliged to comply with to ensure data privacy protection.
For this reason, while companies have benefited from call recording for reasons such as quality management, improving customer experience, or even employee monitoring, the primary reason why companies have adopted call recording systems has been the need for regulatory compliance.
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But what does recording entail for regulatory compliance and what do we need to consider in order to optimize call recording and avoid incurring fines, security breaches, and inefficiencies?
Call Recording for compliance
Call recording solutions are a powerful tool to ensure company compliance and thus reduce the risk of penalties, reputational dilapidation, or costly lawsuits and fines that have been on the rise in recent years.
Among all the international regulations created to protect personal data and customer privacy, some of the most important ones affecting call recording are GDPR and CCPA for regulating data privacy and PCI DSS, MiFID II, and DODD-FRANK ACT for regulating transparency in the financial sector.
Ensuring full compliance with regulations, ethical behavior, and, in addition, transmitting this transparency to their customers becomes essential for all companies, not because it gives them a competitive advantage, but it is because the absence of these aspects means the disappearance of the company, especially for those in highly regulated sectors such as the financial one, and this is where call recording comes into action.
More advanced solutions, such as Recordia Cloud Call Recording, make it easier and more secure to comply with international regulations while keeping data secure.
Benefits of cloud call recording solutions:
Single platform:
The most complete cloud call recording solutions offer great benefits by presenting themselves as a single platform on which to access all interaction recordings. This provides companies with security, efficiency, and cost reduction because there is no need, to maintain different platforms or change the rules of custody or recording, among other reasons.
Secure and scalable storage:
Traditional call recording solutions have limitations in terms of recording storage. By using the latest cloud solutions, there is greater flexibility to offer features and functionality tailored to the needs of individual companies. Cloud-based call recording solutions allow for secure storage, scalability of the solution, and artificial intelligence-enhanced functionalities.
Regulatory compliance:
It is necessary to have certified call recording solutions and platforms that ensure security and compliance with international data protection regulations.
Checklist to ensure call recording compliance
To ensure that the call recording solution you use meets the compliance needs imposed by international data protection regulations, you should consider the following points, which, if not compliant, the company should consider taking corrective actions:
- Your recordings are stored using highly secure encryption methods.
- Your call recording solution can be scaled according to demand.
- Your recordings remain encrypted.
- 100% of the calls made can be recorded.
- The storage of your recordings is centralized in a unique place.
- You have a retention and deletion policy set in case it is requested by customers or 3rd parties.
- Your recordings are available upon request.
- Access to the recordings is restricted and users who access them are authenticated through secure methods.
- Your recordings can be filtered by date and time in case of an audit.
- Recording can be paused and resumed for PCI DSS compliance in case of sensitive data such as credit card numbers.
- Data can be securely exported for later viewing.
- Your call recording solution alerts in case of risky behavior within your organization to stay ahead of potential problems.
There are solutions, such as Recordia, that allow to fully address the issue of compliance in terms of call recording from a single platform. By complying with the requirements described above, which are common to several international regulations, companies can comply with both national and international regulations without incurring costs or security risks by diversifying call recording platforms.
If you want to learn more about a complete call recording cloud solutions like Recordia that enable and ensure regulatory compliance, click here.