Call recording is a vital part of almost all contact center operations these days. Recording calls securely and in a way that is compliant with all relevant legislation can be a challenge, particularly if you’re taking payments during calls which are recorded.
Compliance with data protection and privacy regulations
Recording customer calls involves the collection and storage of personal data, which can be subject to various data protection laws and regulations, such as the General Data Protection Regulation (GDPR) in the European Union or the California Consumer Privacy Act (CCPA) in the United States. Organizations must ensure they have the necessary consent and security measures in place to handle and protect sensitive customer information. This becomes a particular challenge when payments are being taken during a call.
Handling payment transactions over the phone requires robust security measures to protect customers’ sensitive payment card data. Organizations must implement strong authentication and encryption methods to safeguard sensitive data from unauthorized access or interception during the call and storage process. Compliance with the Payment Card Industry Data Security Standard (PCI DSS) requirements is essential for handling payment information securely, and is also mandatory.
Solutions such as CardEasy, which prevent sensitive payment card data from entering the contact center environment, are a much better option than so called ‘pause and resume’ solutions which normally rely on the contact center agent to pause the recording whilst taking the customer’s card details and, of course, leave the agent themselves exposed to the payment card details which means they are in-scope for PCI DSS (we have written more about the limitations of ‘pause and resume’ systems and why they are not PCI DSS compliant here). Even when the ‘pause and resume’ process is automated, it often fails due to technical issues, and when it does work the agent is still left in-scope for PCI DSS.
Consent and disclosure requirements
Organizations typically need to inform customers that their calls may be recorded for quality assurance or training purposes. Obtaining explicit consent from customers to record their calls is often required. Meeting these consent and disclosure requirements can be complex, especially when dealing with customers within different jurisdictions with varying regulations.
Likewise, recording and storing customer calls can generate significant volumes of data, requiring appropriate storage infrastructure and capacity. Organizations need to define retention policies based on legal requirements and business needs, in line with GDPR and other relevant legislation. Properly managing the storage, retrieval, and deletion of call recordings while ensuring data integrity and security can be challenging.
Contact center agents who handle recorded calls and payments require appropriate training on privacy regulations, data protection practices, payment security, and fraud prevention. Organizations need to invest in training programs to ensure employees understand their responsibilities and follow the required procedures to protect customer data and maintain compliance.
Call recording is often seen as a challenge rather than an opportunity
For these reasons, call recording is often seen as an administrative challenge and an organizational burden rather than an opportunity. Calls are recorded for quality assurance and monitoring purposes and so, in principle, recording customer calls allows organizations to monitor and improve their customer service quality. However, in practice, reviewing and analyzing a large volume of recorded calls can be time-consuming and resource intensive. Organizations need effective processes and technologies in place to efficiently evaluate call recordings, identify areas for improvement, and provide adequate feedback and training to customer service representatives.
This is where CardEasy’s Secure Call Recording solution comes in
CardEasy’s new Call Recording solution elevates call recording from being a routine necessity into a source of real value in an organization. Calls are recorded securely and then automatically transcribed and awarded a ‘sentiment score’, enabling managers to identify key moments in conversations and ‘take the temperature’ of customer interactions quickly and easily without having to listen to thousands of calls.
We believe that our solution will deliver an experience that will change perceptions of what call recording can do for your business. We’ve transformed the traditional, passive process of recording calls into a dynamic AI-powered solution that delivers high value insight back to the business, secures customer data and simplifies the task of managing agent performance.
Rather than viewing call recording as an administrative burden, our secure Call Recording solution moves it to being a real driver of business transformation. Managers can quickly and easily identify individual issues with particular calls as well as tracking longer term trends in customer sentiment.