ICO and GDPR Call Recording Compliance

As so many companies are aware the old Data Protection Act will be replaced on 25th May 2018 with new Europe wide regulation called General Data Protection Regulation (GDPR).

There are 6 lawful bases to process and retain customer data which includes call recordings, cited by the Information Commissioners Office (ICO) and companies will have to decide and justify which of these bases they use. These include Consent, Legitimate Interest, Contract, Legal Obligation, Vital Interests and Public Task.

Everton Stuart of Vidicode UK and VoiceCrunch says, ‘Along with the recent MiFIDII regulations in the finance industry and PCI DSS for credit card security, GDPR represents a challenge for existing call recording system owners due to the right to be forgotten, refusal of consent, right to portability and the customer’s right to see their data/calls’.

These ‘rights’ make it essential to find all recordings within one month for GDPR compliance. Many current recording systems will only search by time, date, via Incoming CLI (Calling Line Identity) and possibly by some form of call marking.

The Apresa Call Recording system from Vidicode UK has a well- established pedigree offering, call marking and screen recording as standard which is ideal for rapid find and retrieval of calls under the GDPR right to be forgotten.

The Apresa System also has a stop recording feature if the customer decides at the point of contact or during a call that their legitimate interest is being overridden by the call being recorded. An example of this might be where a call is being recorded for training purposes which benefits the company and not the customer at that moment in time. The Apresa will also stop any future recordings of that customer.

Whilst there are many clear benefits in choosing the Apresa to assist with GDPR compliance all is not lost for owners of legacy call recording systems as Vidicode UK offers phrase and word matching through sister company VoiceCrunch. VoiceCrunch is a voice analytics platform that finds recorded calls identified by using words and phrases as chosen by the user.

The Apresa call recording solution is scalable to any size of organisation for trunk or extension recording of N3, SIP/VoIP, ISDN II, E1/T1, TDM, Analogue and Audio (e.g. radio) communication and available on premise, hosted, virtualised or OEM.