Whatever the size of your business, there are a number of benefits to call recording, but there are also some call recording regulations you need to comply with, especially if you are taking credit card payments over the phone. A cloud based VoIP phone system such as Horizon Hosted Voice includes the option for call recording, but what do you need to be aware of?
The recording and monitoring of telephone calls and call recording regulations are governed by a number of different pieces of UK legislation, as detailed by OFCOM.
Q. Do I have to let people know that I intend to record their telephone conversations with me?
A. No, provided you are not intending to make the contents of the communication available to a third party. If you are, you will need the consent of the person you are recording.
Q. Can a business or other organisation record or monitor my phone calls with them?
A. Yes they can, but only in a limited set of circumstances relevant for that business which have been defined by the Lawful Business Practice Regulations. The main ones are:
- to provide evidence of a business transaction
- to ensure that a business complies with regulatory procedures
- to see that quality standards or targets are being met
- in the interests of national security
- to secure the effective operation of the telecom system.
Q. Do businesses have to tell me if they are going to record or monitor my phone calls or e-mails?
A. No. As long as the recording or monitoring is done for one of the above purposes, the only call recording regulations for businesses is to inform their own employees. Businesses wanting to record for any other purpose, such as market research, will have to obtain your consent.
Accepting payments over the phone
The Payment Card Industry Data Security Standard (PCI DSS) issues a set of security standards designed to ensure that all companies that accept, process, store or transmit credit card information maintain a secure environment.
The good news is that you can take credit cards over the phone (or hand key a customer’s credit card information) and be PCI compliant!