Call recording
If you have a Call Center , you need to start recording the calls you make and receive. It is not mandatory by law, but it is highly recommended if you want to improve and have more opportunities for growth . Today we talk about the legal aspects of call recording in a call center .
It’s not a complicated topic, but if you don’t do it right you can face fines and complaints of all kinds. By knowing the basic rules you can have a database full of conversations at your disposal to improve your contact center.
Is it legal to record phone calls?
Yes. Recording calls in a call center is completely legal . You just need to keep a few things in mind. The most important thing is to have a justification for the recording . This can be to improve the quality of service, train your future agents, or for legal reasons if a contract is signed.
A compelling reason is sufficient to record calls
However, it is necessary to inform the agent of the recording. The user must be informed that the conversation will be recorded and must give explicit consent to the agent to proceed with the recording.
The user notice must inform the user about the purpose of the use of the. A data recent mobile phone number lead and its incorporation into a file owned by the company. Users must also be aware of the rights they can exercise over said data: access, rectification, cancellation and opposition.
Finally, as a company, you must ensure that you can keep the recordings in secure files that comply with the LOPD so that no personal information is at risk or can be used for an uninformed purpose.
Now that you know
The legal aspects of recording calls in a call center, it is time to get down to work. Doing so will allow you to go one step further in internal and training improvements.
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