All organisations that operate contact centres face a difficult balancing act. On the one hand, you’re obliged to keep recordings to meet regulatory requirements, but at the same time you’re prohibited from keeping certain sensitive information.
The situation becomes more complicated when you consider the obligation to keep customer data in a secure setting, and the competing pressure to make recordings available to customers if they request their data.
Recordings from contact centres must be recorded, redacted, inaccessible but paradoxically readily accessible at short notice. It’s no wonder that organisations struggle to meet these conflicting requirements.
For example, organisations regulated by the Financial Conduct Authority (FCA) are obliged to record calls, so they can provide evidence that customers entered into contracts willingly and with sufficient information. And these recordings must be stored and transmitted securely, in accordance with the Payment Card Industry Data Security Standard (PCI DSS) – assuming they process card transactions over the phone. And recent changes to regulations surrounding personal data (GDPR) mean that organisations must be able to access recordings of their customers and hand them over – or delete them – if requested by the customer.
With large call volumes to manage, storing, archiving and retrieving recordings is a challenge – but one that organisations must overcome, and be ready to adapt to new regulations as they emerge. Additionally, some organisations discover that they’re sitting on a cache of legal jeopardy when regulations change, making archived recordings risky – or outright illegal.
Competing contact centre pressures
While it may be tempting to focus on the retrievability requirement, so that your organisation can easily respond to customer requests for personal data (now a legal obligation under GDPR), organisations must also protect data against theft. To criminal gangs, the data in your contact centre recordings is a treasure trove that they can use to initiate elaborate scams. And of course, the threat to this priceless data doesn’t just come from beyond your four walls; your employees may be tempted (or coerced) into helping criminals tap into your wealth of data.
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Legacy Clean Up is a product that enables you to efficiently scan millions of calls and documents automatically, and discover where they contain problematic data, such as customers giving their payment card details.
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