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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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