Best Practices for GDPR-Compliant Call Recording
What can your business do to stay compliant when call recording? GDPR best practices include:
Inform employees and customers
“Your call may be recorded for…” is a common turn of phrase you’ll hear when calling a business or service. Transparency is central to GDPR compliance, so everyone taking part, both employees and customers, must be clearly informed that recording is taking place, the reason for recording and how the data will be used.
Businesses can provide the information in call scripts, automated messages and staff training materials. For employees, internal policies must state and explain when calls are recorded, who can access the data and how long they’re retained.
Securely store recordings
All call recordings must be protected through appropriate technical and organisational measures. Encryption, password-protected storage and role-based access controls are all necessary to adhere to GDPR. Secure storage is also required for logs and full audit trails.
Set retention periods and deletion policies
Remember, recordings should only be kept for as long as necessary for the original purpose. You may record calls for training, dispute resolution or compliance, but whatever the reason, businesses must define retention periods within their data protection policy and automatically delete or anonymise recordings once they’re no longer required. Keeping call recordings indefinitely breaches GDPR.
Use a trusted provider
When choosing call recording or telecoms systems, working with trusted UK-based providers helps ensure compliance with data protection laws. Birmingham Telecom offers secure, UK-hosted solutions for business call recording, providing encrypted and compliant call handling. Using a UK provider like us also removes the need for international data transfers, simplifying GDPR obligations.
