Agents access to call recordings

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Agents access to call recordings
Does anyone have any experience of allowing access to all agents to have the ability to listen to all customer call recordings? Currently our agents can listen to their own calls but we are considering widening this to allow them to listen to all calls. The aim is to empower every agent to listen to previous customer conversations if needed to verify information shared.


Call Centre Helper

Be careful not to break GDPR and security
While I think that it would be a good idea for advisors to listen to calls, I'm not sure on the wisdom of allowing any advisor to listen to any call.

This could create security problems and could infringe GDPR and the Data Protection ACT

The Data Protection Act states

Everyone responsible for using personal data has to follow strict rules called ‘data protection principles’. They must make sure the information is:

- used fairly, lawfully and transparently
- used for specified, explicit purposes
- used in a way that is adequate, relevant and limited to only what is necessary
- accurate and, where necessary, kept up to date
- kept for no longer than is necessary
- handled in a way that ensures appropriate security, including protection against unlawful or unauthorised processing, access, loss, destruction or damage

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