Answers: Legal recording guidelines
Question: Does anyone know if there any legal requirements about how long you must hold a recorded call for? Do you have any guidelines as to how long you hold your own recordings?
Read on to find out the answer……
Answer: Courtesy of Tracy McAvoy at Business Systems (www.businesssystemsuk.com)
Assuming the insurance administration company is regulated by the Financial Services Authority (FSA), the latest press release from the FSA indicates the following:
The FSA has published new rules stating that from March 2009, companies will have to record all telephone conversations and electronic communications relating to client orders and the conclusion of transactions in the equity, bond and derivatives markets. Following original proposals and consultations with various organisations, the retention period for recorded calls and communications has been reduced from three years to cover a period of just six months.
The original press release can be found on this web link http://www.fsa.gov.uk/pages/Library/Communication/PR/2008/017.shtml.
As an organisation, Business Systems retains its own recordings for a period of at least six months.
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As a consumer, I object to Call Centres intimating they may make a recording of my conversation (often cited as being for training purposes) without my permission.
Is this not an infringement of my civil rights? Should not my permission be obtained first? What legal rights do I have, or has anyone else, to remedy this?
As a Nation, I feel we are all far too glibly allowing this insidious practice to proliferate unchecked. Big Borother is not only watching, but listening too!
Comment by John Guest — 5 Jul 2008 @ 7:21 pm
I can see John’s point, however, whichever company he has called quite clearly explain at the beginning of the call that it may be recorded - it is then his choice whether to continue with the call or hang up and put his query to the company in writing.
Working in a busy contact centre as a line manager, I see the benfits of call recording to both customer and staff. My staff have regular call listening and by listening to recorded calls this relieves the pressure some staff fell when someone is sat by them. Big sister thinks we need to listen and hear more - both to customers, but more importantly staff.
Comment by A Olsen — 11 Jul 2008 @ 3:26 pm