Call Recordings
Recording calls is very common today. We include it in all our packages. You can start the call with a recorded message or just start recording the call. You can define who you want to record, just the call queue, certain people, or everything, it’s your choice.
Recording the calls is the simple bit, what you need to be able to do then is define who can access those recordings, how long you keep the recordings and what you use the recordings for. Some legislation exists and we comply with all the legislation we know about such as PCI for credit cards.
Our solution covers all of these, and we constantly invest in development.
Call Recordings FAQ
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Yes, in our enhanced package, an agent can pause the recording to take the card details and then resume when they have finished.
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No, but you must have the reasons you are recording calls in your privacy policy and terms and conditions. You must also specify how long you keep these recordings.
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This is the most common announcement, and in our opinion, it is pretty dangerous.
If you make a statement, you need to clarify why you are recording the call. If it is to enforce an agreement, then recordings with this message played to them may not be usable in a court.
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GDPR comes into play here. Many calls will contain personally identifiable information, so you must ensure only people who need access to the recordings have access.
You specify who has access, just like you do with every other piece of sensitive data in your business.
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UK and Holland
Our primary server is in the UK, and our secondary for when disaster strikes is in Holland. We merge them, so you don’t need to know where we recorded the call.