By Laura Waterton
How you record calls and where you store them are equally important. Firstly, check that your recordings are time stamped and encrypted, so they can’t be tampered with. Secondly, consider where you want to store them, whether that’s locally or in a private cloud, and see what a call recording vendor can offer.
Local authorities often want to vary the length of time that recordings are kept in each department. If that’s you, then make sure your prospective call recorder lets you set a variety of automated retention periods. In addition, you may need to keep some recordings beyond a set period if they become important evidence in an ongoing investigation. If that’s the case, look for features like Legal Hold that will let you tag specific files to prevent automatic deletion.
Custom rules let you control which extensions, departments and even individual numbers are recorded/not recorded. For instance, councils typically use call recording in their contact centres but want to end it when the call is forwarded on to an individual. This also helps support regulations like GDPR where customers may ask not to be recorded.
Data Protection Laws, including GDPR, may give customers the right to listen to or request the deletion of their calls, but chances are you don’t want just anyone viewing or deleting recordings. Access to recordings within a call recording solution should be based on user roles. Look for reporting features that track any such activity within the solution to satisfy due diligence.
Sometimes evidence in call recordings needs to be shared with other parties, like social services. When this happens, it’s important to share information as securely as possible. Some recorders will only let you share MP4 files as bulky attachments, but others can generate secure, time-limited links to the relevant recording on the system that can be shared with anyone within the organisation.
Departments that take payments over the phone, such as housing or parking, must not record sensitive card data under PCI DSS regulations. Manually pausing calls is open to human error and abuse, so it’s best to look for a solution that offers automated pause and resume functionality. You could even consider adding an IVR payment system to descope payment from the contact centre entirely.
How Oak can help
ClarifyGo call recording for Microsoft Teams includes features that support all of the above. It also fits with your existing telephony structure, which makes it easy to get up and running.
