Call recording has become a complex task, at least in the EU. Still, a contact center probably has very good reasons for needing to record calls.

Most call centers focus on customer calls, which drives you to constantly try to improve communication with the customer regardless of the topic. Customer experience, employee efficiency and the sometimes high staff turnover challenge you to maintain or improve quality.

Here are a few good reasons why voice recording helps you with this task:

With the recording, the supervisor can review certain situations and make the call center agent understand their mistakes, as well as pinpoint the cause of a problem and provide alternative solutions to a failed conversation.

It may help to take notes. It doesn’t have to be a fully automatic transcription of the conversation, but re-listening to an important conversation recording offers the opportunity to fill in the gap of missed information and thus capture forgotten details afterwards.

There are certainly many other individual reasons for recording a conversation, but every recording is subject to the GDPR regulations, which you must take into account. It is no longer legal to simply save every conversation without asking.

Compliance with the GDPR is only really guaranteed if callers are allowed to actively decide to have their calls recorded. Strictly speaking, an opt-out is not sufficient.

Due to the legal situation, the recording of telephone conversations is only permitted under data protection law with the consent of customers and employees.

The customer must actively consent to the conversation being recorded, as an opportunity to object is not sufficient within the meaning of the GDPR and does not constitute effective consent under data protection law.

In addition, the GDPR regulations also require a valid reason for the call to be recorded. These valid reasons vary from country to country. EU member states have introduced different rules that apply to consent to conversation recording. Therefore, please check with your data protection officer about the call recording regulations in your country.

Read more information about how to do this with your jtel system here.