Staying Compliant with Call Recording Regulations
In today’s data-driven world, businesses face increasing scrutiny over how they handle customer information. The Call Recording regulations introduced by the Payment Card Industry (PCI) in mid-2010 marked a major shift in compliance expectations. These rules state that if a company records calls, it must make “best endeavours” to ensure that the three-digit CV2 number on the back of payment cards is never captured.
Failure to meet these standards can result in severe financial penalties and reputational harm. The key question for any organisation handling payment data is simple: Is your call recording solution fully compliant with PCI and other Call Recording regulations?
How recordX Ensures PCI Compliance
Our advanced Call Recording solution, recordX, has been developed specifically to help businesses meet and exceed these regulatory requirements.
Key features include:
-
Pause and resume functionality: Agents can stop recording during sensitive moments, such as when customers share their CV2 number, and resume afterward.
-
User-friendly controls: Simple commands (“stop recording” and “start recording”) make compliance easy without disrupting the customer experience.
-
Secure data storage: All calls are encrypted using AES 256-bit encryption to prevent unauthorised access.
-
Web access: Recorded calls are easily retrievable through an intuitive web interface.
This approach ensures that sensitive card information is never recorded, while maintaining a complete and compliant call history.
Meeting Wider Call Recording Regulations
Beyond PCI, recordX also helps organisations comply with other Call Recording regulations—including those introduced by the Financial Services Authority (FSA) in 2011. These rules require many financial firms to record mobile phone conversations to improve transparency, manage disputes, and ensure accountability.
Why Compliance Matters
With Call Recording regulations continuing to evolve, adopting a flexible, secure, and compliant solution like recordX is essential. It gives organisations peace of mind, protects customer data, and upholds trust in every conversation.
