Compliance Call Recording

What does Compliance Call Recording mean?

By compliance recording, we mean the process of ensuring that the recording of calls is compliant with the latest international data protection legislation (eg. GDPR and MIFID2). These privacy laws vary from Country to Country and sometimes also from state to state (as in the USA).

Regardless of the reason why a company records the calls – it could be either optionally for internal regulations or mandatory for industry regulations – generally speaking, all the calls must be recorded in compliance with the local laws of each party involved. This implies that the company or contact center that is recording the calls must know and comply with both the jurisdiction where the call is coming from and where the call is being received. A company with a recorder system in its contact center must ensure also compliance with how call recorded is encrypted and stored, who has access to them, and who is authorized to listen or download them.