Quality Monitoring
You have successfully added this page to your briefcase. You can return to this page at any time by viewing your briefcase under your account.
You already have this item in your briefcase. It has not been added.
Feb 23, 2009
What is your company's retention policy for recorded conversations between customers and CSRs? Six months? One year? Other?
– Gary Jeffords
Our legal counsel advised us that we may only keep our recordings for 90 days. Recordings may only be retained for training and quality assurance purposes.
Legally, call recordings should be kept for 5 years; however, the facility to do so is not always available in companies. Recorded (QA) calls are kept for 90 days. Should a recorded call within this period be required for a disciplinary hearing or a performance management issue, the call will removed and stored in a secure area/platform.
I agree with Rebecca, this is definitely a legal matter, and typically all legal records have to be kept for atleast 5 years. Another reason for keeping the recordings for at least a year is for QA purposes; over a period of a year the recordings could be used to track the progress or regression of you agents' perfomance.
We keep the audio stored indefinitely. We also record video on 10% of calls but the video is only stored for 90 days.
I think this may also depend on the industry. Many highly regulated industries - e.g., financial services, insurance - may keep their recordings for longer. This is a good one to take to your legal department, if you have one! Rebecca _________ Rebecca Gibson rebeccargibson.blogspot.com ICMI/HDI Faculty Member
One of the responses indicated a legal requirement of 5 years but I'm not sure that's accurate (perhaps for her state, etc.). Generally speaking, this is a policy decision which means its up to your company. For ours (financial services - banking), we keep recorded conversations for two (2) years and then destroy. A good lawyer will recommend you only keep it for as long as the business needs require and then destroy it.
While there are several posts that are pertinent to the US, please be aware that local data privacy regulations are different in each geographic market served. For example, in Europe it may not be possible to record the interactions at all, depending on the country. The same is true within the Americas.
Please sign in to contribute an answer. If you don't have an account you can register for free here.
Need help with something specific? Search our entire QueueTips section to find it.
Can't find what you're looking for in a current QueueTips post? Submit a new post to us!
