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Practical information about call center recording software, call monitoring and quality assurance for contact centers

Improving Compliance with Call Recording Software

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The practice of call center call recording is regulated by a number of organizations to encourage best practices and reduce instances of data breach. Different call centers may fall under the auspices of different agencies and regulations. To improve compliance with call recording software, these are some of the guidelines to understand.

Version 2.0 of PCI DSS went into effect on January 1, 2011. The Payment Card Industry Data Security Standard (PCI DSS) addresses telephone credit card transactions. The PCI DSS requires file encryption, secure storage and the deletion of certain information, such as the credit card security code. Data considered non-sensitive, and thus safe to archive, includes call date/time, customer ID, agent ID, sale or collection amount and hold time.

The Health Insurance Portability and Accountability Act (HIPAA) includes regulations and restrictions on patient records to protect privacy. While conversations between patients and healthcare providers can be recorded, they must also be protected. There is also a training requirement to HIPAA that is made easier by the use of call recording software. Saved calls can be used to train staff on the accepted practices at a call facility.

The Sarbanes-Oxley Act
The purpose of the Sarbanes-Oxley Act is to compel businesses to maintain complete electronic records of all business processes and transactions. Call recording software captures and stores all phone calls to insure compliance with this accounting reform bill, and expedites the discovery and auditing process should an issue arise.

Federal Information Processing Standards (FIPS) apply to US government agencies and supporting contractors. Requirements here are very specific, and demand a high level of security and encryption to protect sensitive information in computer and telecommunication systems. If there is a government component to your call center call recording system, make certain it performs at the required security level.

For more detailed information and the latest updates and changes to the respective laws and regulations, please consult the official sources and publications.

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