How do you handle right to access /right to be forgotten requests under GDPR?

For many enterprises, keeping pace with ever-changing compliance regulations, often on a global basis, is a challenge. While it can seem like a daunting task, it doesn’t have to be. But the impact of failing to meet compliance obligations can result in tarnished reputation and financial penalties, so it’s essential that compliance is embraced, rather than resisted.

Today, many compliance officers are faced with siloes of compliance data and, more importantly, with differing sets of business processes throughout the enterprise. It’s therefore vital to ensure that compliance strategies are integrated into each business process – so that when a compliance regulation is amended, or a new one introduced, it’s easy to absorb those changes into the business process.

Compliance should support business performance

However, this still leaves silos of data, either between departments or between internal business processes. Call recordings – a valuable resource and important for audit and quality purposes, and are, of course, covered by regulations – can be caught in multiple silos, particularly if multiple communications channels, each with its own recording capabilities are used.

A much simpler option is to work with a compliance specialist that can provide a single unified call recording solution – which is an integral part of multiple compliance regulations – that is easily integrated into, and aligned with, all business processes. Such a system would eliminate these silos and, better still, compliance becomes the business process itself.

For example, the General Data Protection Regulation (GDPR), which is an integral component of EU privacy law and of human rights law, is likely to impact multiple business processes, including but not limited to marketing, customer service, sales, and any other process that makes use of customers’ personal data.

Put simply, GDPR (which is just one example of the compliance obligations faced by enterprises) impacts every business process in the organisation. So, it’s essential that compliance officers can ensure compliance across every process, department and office.

At the same time, it’s important that meeting compliance obligations does not interfere with, or limit, business performance – it must be aligned with business objectives, rather than the other way round. If you have silos of recordings, ensuring compliance becomes a difficult task.

Touch Call Recording Service – compliance aligned with business objectives

Touch Call Recording Service provides an easy-to-use, highly scalable, and secure solution to meet this challenge. Because our call recording functionality resides in the mobile network connected directly to the mobile infrastructure responsible for routing calls and media, it can be integrated quickly and easily aligned with business processes and objectives.

New users can be on-boarded quickly and easily.

Call recordings are available in an easy-to-use Web-Portal.

Access is secure too. Permissions rights can be assigned to dedicated administrators, and end-users. Recordings can be searched by time, name, address, telephone number, and so on, and all searches made are logged by user ID, time and date, and so on, offering full traceability. What’s more, it helps you handle enquiries from your customers.

How to handle ‘right to access’ requests

Right to access is a key obligation under GDPR. Anyone can ask for access to any recording or record of a transaction. So, companies must be able to handle this, quickly, easily – and without friction.

Touch Call Recording Services enables this, with full admin control. This means that the administrator handling the request can make, for example, the call recording available to a customer for a specific time – which they can configure – or to any other party that has a right to the content in question. Similarly, advanced search capabilities enable relevant records in the conversation history to be found quickly.

Advanced search functionality for ‘right-to-be-forgotten’ management

These advanced search capabilities also allow enterprises to respond to ‘right-to-be-forgotten’ requests from customers – under GDPR rules, customers have the right to erase data stored at any enterprise. Touch’s simple to use and intuitive web-portal enables enterprises to take complete control over customer data, with full transparency. Put simply, it’s tamperproof.

Touch Call Recording Service is a flexible, scalable call recording solution that ensures you not only meet legal obligations without disruption, but also that compliance strategy is wholly aligned with business processes and does not impact performance or business objectives.

Touch is a trusted partner providing a comprehensive managed call recording service that supports international regulations and compliance obligations throughout the enterprise. To find out more about how we can help your business to meet compliance obligations, easily, flexibly and without impact on business processes, contact us today.