Contact Center Legal Recording & Compliance Fundamentals

Learn the fundamental concepts for Call Recording and Screen Recording by standards and laws.

What you'll learn
Learn the fundamentals of compliance for Contact Centers
Understand how the Call Recording Technologies are regulated
Identify the legal components of Call Recording for IT
Learn concepts of Contact Center Recording for Quality and Compliance
Requirements
Any IT , Contact Center experience is fine
Description
The definition of call recording compliance is the process of ensuring that the recording of phone calls is legally compliant with various state and international laws and regulations.Federal law requires that at least one party taking part in the call must be notified of the recording (18 U.S.C. §2511(2)(d)).Call recording laws in some U.S. states require only one party to be aware of the recording, while other states generally require both parties to be aware. Several states require that all parties consent when one party wants to record a telephone conversation.Call recording and Screen Recording software records telephone and PC conversations over PSTN or VoIP in a digital audio file format. Call recording is distinct from call logging and tracking, which record details about the call but not the conversation; however, software may include both recording and logging functionality.Call recording is becoming increasingly important, with technology changing and working habits becoming more mobile. Addressing mobile recording is now the subject of many financial regulators' recommendations. It is also increasingly important to business continuity planning, especially for pandemic planning.In general, compliance means conforming to a rule, such as a specification, policy, standard or law. Compliance has traditionally been explained by reference to the deterrence theory, according to which punishing a behavior will decrease the violations both by the wrongdoer (specific deterrence) and by others (general deterrence). This view has been supported by economic theory, which has framed punishment in terms of costs and has explained compliance in terms of a cost-benefit equilibrium (Becker 1968).

Overview

Section 1: Introduction

Lecture 1 Introduction

Section 2: Compliance for the Contact Centers, Helpdesk or IT departments

Lecture 2 Compliance for the Contact Centers, Helpdesk or IT departments

Section 3: Call Recording and Screen Recording Legal Considerations

Lecture 3 Call Recording and Screen Recording Legal Considerations

Section 4: Payment Card Security for Compliance

Lecture 4 Payment Card Security for Compliance

Section 5: Why Record ? Compliance Needs ?

Lecture 5 Why Record ? Compliance Needs ?

Section 6: Call Recording and Screen Recording Benefits

Lecture 6 Call Recording and Screen Recording Benefits

Section 7: The importance of Quality Monitoring for Compliance

Lecture 7 The importance of Quality Monitoring for Compliance

Section 8: Call Recording Application Choices for Compliance

Lecture 8 Call Recording Application Choices for Compliance

Section 9: Call Recording Connection methods and Compliance

Lecture 9 Call Recording Connection methods and Compliance

Any IT or Contact Center User

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