Introduction

Data protection often presents us with challenges and legal benchmarks that take a lot of time to implement and consider.

Especially in the area of voice recording, there are many legal hurdles that need to be considered, as the spoken word is protected.

This prevents many service centers from conducting their quality assurance via voice recording, although this tool would probably be one of the most suitable to measure the quality of the service offered.

So how can you still take advantage of voice recording without having to do lengthy research on the GDPR?

The answer is that you do not record the entire conversation, but only the part of the conversation your employee has.

Prerequisites

Organization

You need the consent of your employees for voice recording.

Configuration

Edit the group in which you want to record and select the following setting. For both incoming and outgoing calls, only the employee's part of the conversation is recorded: