On Mon, 21 Apr 2014 at 09:40:29 , Elizabeth Steinberg 
<[log in to unmask]> writes on the Subject: 
 
...Can anyone provide guidance on retention for recordings of call center 
phon= 
e calls?  Would like to know what other call center companies are 
keeping o= 
r where I can find that information. 

Elizabeth,
I would expect there would not be any regulation regarding maintaining 
record of the function unless its buried in HHS or NAIC 
guidelines/regulation, but I haven't worked in that industry (yet - : )  ).
That said, I know Oregon maintain records that document specific 
incidents when a call is received by the 9-1-1/public safety answering 
point for 2 years (OAR 166-150-0145(3). My guess is that other states 
might have similar requirements.  

Seeing that these records are most likely do not have a regulatory 
requirement connected to them, the next consideration (IMHO) would be 
business function.  My wife works in a call center and the only things 
they use these types of records for is problem/dispute resolution re: the 
nature of the call, and personnel performance.  In the first instance, a 
record of problems/resolutions is summarized in the customer record. 
The the call record itself would have no business value beyond a month 
or so (again, IMHO).  In the second instance, the call records is used to 
determine personnel performance – how the call was handled, handling 
time, etc.  Once reviews are completed and those actions are 
summarized in another record – usually a personnel record of some kind 
– the call record itself has little value past 2-6 months or whatever the 
company management and counsel is comfortable with.  Given my 
limited insurance industry knowledge, I would not see any value past 6 
months IF  the phone calls are summarized in another records as 
outlined above.

You'll need to do more research in your industry, but I hope you find this 
helpful.

Jim Mullen - on RIM/IG hiatus
Wichita, KS

List archives at http://lists.ufl.edu/archives/recmgmt-l.html
Contact [log in to unmask] for assistance
To unsubscribe from this list, click the below link. If not already present, place UNSUBSCRIBE RECMGMT-L or UNSUB RECMGMT-L in the body of the message.
mailto:[log in to unmask]