Call Data Privacy & Compliance Gate (Onboarding)

Call Data Privacy & Compliance Gate (Onboarding)

1. 01

   Map the data flow from capture to storage for each client interaction channel

   Identify where calls, chats, and videos are recorded, transcribed, and stored, including any third-party processors involved in the pipeline.

2. 02

   Review consent and disclosure language against regional regulations

   Confirm that call recording notices, chatbot disclaimers, and data retention policies comply with GDPR, CCPA, and any industry-specific rules like PCI-DSS for payment conversations.

3. 03

   Verify redaction and masking settings for sensitive data fields

   Check that the platform's AI redacts credit card numbers, social security numbers, and other PII before transcripts are accessible to agency staff or client teams.

4. 04

   Audit user access controls and role-based permissions

   Ensure only authorized personnel can view recordings and transcripts, and that access is logged and revocable, especially for contractors or offshore teams.

5. 05

   Document data retention and deletion schedules

   Set clear timelines for how long recordings and transcripts are kept, and automate deletion where possible to reduce legal exposure.

6. 06

   Establish a breach response protocol specific to call data

   Define steps for notifying clients and affected parties if a recording or transcript is exposed, including who leads the investigation and how evidence is preserved.