What do I need to know to record calls securely?

How to record, review, store and retrieve voice and video calls securely

Security is of utmost importance when it comes to call recording, as recorded conversations may contain sensitive and private information. Organizations that implement call recorders should take various security protocols to protect the confidentiality, integrity, and accessibility of the recorded data.

By implementing robust security measures, sensitive call recording data is protected, you maintain regulatory compliance, and instill confidence among customers and employees that their privacy is safeguarded. It is essential to continuously assess and update security measures to stay ahead of potential threats and maintain the confidentiality of call recording software and systems.

The first thing to make sure you have it place is a intelligently designed encryption function. Ensure that call recordings are encrypted both during transmission and when stored (“in transit” and “at rest” encryption). Encryption helps protect the recordings from unauthorized access and ensures that even if data is intercepted, it remains unreadable without the decryption key.

It's important to address any access control and User authentication issues and enforce strict access controls to limit access to call recordings to authorized personnel only. Role-based access should be enforced to ensure that users can only access recordings relevant to their job functions, department and groups they are assigned to. Voxida requires strong user authentication, such as multi-factor authentication (MFA), to prevent unauthorized users from accessing the call recording system and worked with AD and LDAP.

It's also advisable to maintain a detailed audit trail of all activities related to call recordings, including access attempts, modifications, and deletions. This helps monitor and track any suspicious or unauthorized activities. Voxida provides a full user activity audit train so that you can get a 360 degree look at how the calls have been captured and utilized.

Be sure to establish clear data retention policies and ensure that call recordings are retained for the appropriate duration according to legal and regulatory requirements and dispose of recordings securely when they are no longer needed. Differential retention policies are possible with the Voxida systems. Contact us to learn more about affordable, secure long term data management options.

We all know that security is key. Call recordings must be stored secure and encrypted storage systems or on the recording server itself. In situations where sensitive information is part of the call recording, consider implementing data masking techniques to protect the privacy of individuals. By way of prevention, also implement monitoring and intrusion detection systems to identify and respond to any unauthorized access attempts or suspicious activities.

Best practices dictate that one should conduct regular security awareness training for employees who handle call recordings to educate them about policy, how to review recordings, and potential security threats.

Finally, ensure that call recording policies are complaint with relevant data protection and privacy regulations, such as GDPR, HIPAA, or industry-specific requirements.

What happens if my call recording system isn’t secure?

If your call recording system isn't secure, it can expose your organization to a range of risks and potential consequences, including data breaches, privacy violations, regulatory non-compliance, and damage to your reputation. Here are some potential outcomes and steps you should take if your call recording system isn't secure:

Data Breaches: A lack of security in your call recording system could make it vulnerable to cyberattacks and unauthorized access. If attackers gain access to recorded conversations, they could exploit sensitive information, leading to data breaches that may result in financial loss, legal liabilities, and reputational damage.

Privacy Violations: Insecure call recording systems may not adequately protect the privacy of individuals whose conversations are being recorded. This can lead to violations of data protection laws and regulations, such as the General Data Protection Regulation (GDPR) in Europe or the Health Insurance Portability and Accountability Act (HIPAA) in the healthcare industry.

Regulatory Penalties: Non-compliance with industry-specific regulations or legal requirements for call recording security can result in regulatory fines, sanctions, and legal actions. Regulatory authorities may investigate and penalize organizations that fail to implement appropriate security measures to protect recorded data.

Reputation Damage: A security breach involving recorded conversations can severely damage your organization's reputation. Customers, clients, and stakeholders may lose trust in your ability to handle their data securely, which can lead to loss of business and negative publicity.

Legal Liabilities: If individuals' rights to privacy are violated due to insecure call recording practices, your organization may face legal claims and lawsuits from affected parties seeking damages for the breach of their privacy rights.

Loss of Competitive Advantage: In industries where secure call recording is a competitive advantage, a breach or data leak could lead to the loss of customers and business opportunities.

Above all remember that maintaining a secure call recording system is not only a legal obligation but also a crucial step in protecting sensitive information and maintaining the trust of your customers and partners. Voxida is a proven solution for secure call recording. Learn more about Voxida now or schedule a demo.