Karen,
  I do not see your email address.  Email me directly.  We have two distinct retention for logged calls
1) real time energy and trade
2) Customer Care

Thanks,
 adh

Amy Harrelson
Records Analyst
Austin Energy
721 Barton Springs Rd. Austin, TX 78704
512.322.6283


-----Original Message-----
From: Records Management Program [mailto:[log in to unmask]] On Behalf Of Larry Medina
Sent: Friday, May 22, 2015 12:24 PM
To: [log in to unmask]
Subject: Re: Long time lurker with a question

On Fri, May 22, 2015 at 9:59 AM, Karen L Printz <[log in to unmask]>
wrote:

> It has been a long time since I posted so I thought I would 
> reintroduce myself.  I have been in Records & Information Management 
> for most of my career first with a gas utility and now with the merged 
> Gas and Electric utility.
>
> We are implementing a new phone system for our customer service reps.  
> This system will allow us to record customer calls and will be used by 
> management for quality checks and coaching of the Customer Service reps.
> I was asked to benchmark how long other companies keep the recorded
> telephone messages.   The only regulation can I find is to inform the
> customer that their call may be recorded, which we do.
>
>  I am looking for guidance on the following
>
>  Am I missing any regulation....
>
>  How long do you retain and if it is not to meet a regulation, what is 
> the  justification
>

There are requirements and there are policies.

This guide tells you how THEIR system allows you to manage both, but doesn't set retention.

http://www.emc.com/collateral/emc-perspective/h4180-call-recording-ep.pdf

Depending on the nature of the call, you may have differing retention
requirements:

Contacting a client about an overdue bill?
A customer reporting an outage?
A customer reporting a safety concern?
Offering a service to a customer?
A 'life line' call from a Senior or unemployed customer?

and I'm sure whether the call in incoming or outgoing may have SOME bearing on it.

a common practice is for routine business calls (a form of correspondence) to be kept 2 years

Larry

--
Larry
[log in to unmask]



*----Lawrence J. MedinaDanville, CARIM Professional since 1972*

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