Good day:

Is anyone aware of retention requirements for phone calls that are 
recorded in a call center environment?   The only thing I can find is NASD 
rule 3010, but we do not meet the requirements for this type of 
supervision.

We currently have several call centers that record all incoming calls. 
Each center has a different preference for how long they want to keep the 
calls, but each is based on a business need (training, quality control, 
etc.) not a specific legal or regulatory requirement. 

I can think of many reasons not to keep the recordings beyond the business 
needs (privacy concerns, storage limitations, discovery requests?) so I am 
leaning towards keeping the recordings for as short of a period as 
possible.   I just want to ensure I am not overlooking anything.

Thanks,


Jason C. Stearns
Assistant Vice President - Records Management
Business Resilience Department 

New York Life Insurance Company
51 Madison Avenue - Room 1116
New York, NY 10010
Tel  212 576 4701
Email:  [log in to unmask]

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