Call recordings after GDPR comes into force on 25 May?

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Call recordings after GDPR comes into force on 25 May?
The biggest challenge facing contact centres right now, is can we record the call at all? The new GDPR regulations put the onus on the data controller to justify the reason for call recording and if you cannot justify it, you cannot record. Added to this, you need explicit consent to record the call and on outbound, that is a major problem. Where it is only marketing (likely OK for Financial Services and Public Sector) then apart from training and quality, very likely it cannot be justified. And for T&Q, you have to delete once used for that purpose and probably cannot keep for very long either. I would expect the use of call recordings for many of the purposes outlined, will not be possible after 25th May.


Call Centre Helper

Training and Quality
This is a bit of a grey area, but it is all about legitimate business interest.

There are two main areas where there is a legitimate interest to record calls
- Dispute resolution - this tends to be strongest within the first few weeks and then would typically not be needed after 12 months.
- Training and quality - probably only needed for 6 weeks

After these periods then the information would need to be deleted.

The two other factors are consent and security. Did the caller consent to be recorded - and can this be withdrawn and also are you storing the calls securely (restricted access, password control, encrypted etc).

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