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.