Best Practice: Call Recording Storage

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Best Practice: Call Recording Storage
Having reviewed a number of online assets, including PCI DSS, I'm wondering what the industry standard is, in regards to call recording storage. Our Contact Centre is an inbound Customer Service retail team, who take credit card payments over the phone. For how long should we store call recordings?


Call Centre Helper

18 months
It all depends on what industry you are in. For many financial records it is typically up to 6 years. However under GDPR regulations the information should be held only for the length of time that the individual has expressly given permission. This is typically 12 months.

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