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How Long Should You Keep that Call Recording? - Numonix - ContactCenterWorld.com Blog

How Long Should You Keep that Call Recording?

Recorded customer interactions, whether they are landline, VoIP, mobile or chat (e.g. Skype for Business), can be a real savior if your business is ever in a dispute, a legal entanglement or cited for a compliance infraction by a regulatory body. Recordings can prove what was and was not said during the interaction in question.

However, recordings can also serve as a tremendous nuisance and a potential business liability if they are kept for too long. This is why you need a recording solution that has versatility in how long you retain certain types of interactions.

In addition, most regulated industries have specific retention requirements. Here are just a few of the recording retention regulations. There are others.

  • Financial institutions and trading houses – U.S. Securities Exchange Commission (SEC) requires broker-dealers to retain interactions for at least six years; Dodd-Frank says five years
  • Mortgage Brokers – U.S. Consumer Loan Act requires interactions to be kept for at least three years
  • Healthcare – U.S.-based Health Insurance Portability and Accountability Act (HIPAA) requires interactions to be kept for six years
  • Utilities – U.S. Federal Energy Regulatory Commission (FERC) requires utility companies to retain “recorded telephone exchanges” for five years

If you do business in Europe, your recordings can also be impacted by the European Union’s new General Data Protection Regulation (GDPR). This consumer privacy regulation requires firms to produce all information (including recorded interactions) containing personally identifiable information (PII) to customers who request it within 30 days. At the same time, these same customers also have the Right to be Forgotten and may request any recordings of them be purged immediately. Therefore, versatility in retention, purging and searching for specific recordings is essential in order to maintain compliance.

In addition, many states also have their own laws that can impact your recordings. For example, the California Consumer Privacy Act (CCPA), which goes into effect on January 2, 2020, is modeled after the European Union’s GDPR.

PII and protected health information (PHI) can also be tricky. Any recording that contains a credit card number, pin number, account number, birth date, hospital discharge date, etc. must be protected from unauthorized users. To ensure this protection, you need versatility in setting permission levels regarding who has access to your stored recordings. Any unauthorized access could cause legal, financial and regulatory scrutiny.

When selecting a compliance recording solution, you should consider certain criteria to protect your organization. In particular, your solution should be able to:

  1. Record all customer interactions
  2. Record landline, VoIP, mobile and chat
  3. Offer versatility in setting recording access permissions
  4. Mask or mute sensitive portions of interactions (e.g. when credit card data is being captured)
  5. Offer versatile retention capabilities
  6. Provide audit trail capabilities
  7. Encrypt interactions while in transit and at rest
  8. Offer digital signatures at the recording level (to protect against tampering)
  9. Offer multi advanced search criteria to locate specific recordings

The financial impact of non-compliance on your organization can be quite significant. Some regulatory violations can cost upwards of 4% of your annual revenue. Lawsuits vary from case to case and can also be quite high, plus there is the risk of losing customers and credibility.

To learn more about Numonix RECITE compliance recording software, please visit us at https://numonixrecording.com/compliance-recording/

Source: https://numonixrecording.com/blog/how-long-should-you-keep-that-call-recording/

Publish Date: December 3, 2019


2022 Buyers Guide Customer Relationship Management

 
1.) 
Academy Call Center

Tele-Sales and International Call Center
With the KRK Academy Call Center, it is not just to answer your incoming calls;
Social media management
online help
WhatsApp reply
outbound call services
Voice response systems
Call center software solutions
Voip services
Social Media Ads, Google ADS Ads, SEO, Website setup
Reporting services for your company
You can do things like.

2.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

3.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

4.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

5.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

6.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

7.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

8.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

9.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

10.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

11.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

12.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.

13.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
 



View more from Numonix

Recent Blog Posts:
Numonix Among First to Release a Fully Managed Cloud Compliance Recording Service for Microsoft TeamsJune 9, 2020
IXCloud Helps you Comply with MiFID IIMay 28, 2020
Don’t Let Data Privacy and Compliance Lapse During COVID-19April 22, 2020
Why you Must Start Recording Your At-Home Business InteractionsApril 13, 2020
Hidden Costs of NOT Recording Customer CallsFebruary 17, 2020
How Long Should You Keep that Call Recording?December 3, 2019
Contact Center 2020: Asset or Liability?October 11, 2019
Are your Agents Really Listening to your Customers?August 26, 2019
Recording Calls at Universities: What you Need to KnowJuly 2, 2019
Call Recording for Legal Firms: What you Need to KnowJune 14, 2019

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