Key results

• Remove the risk associated with recordings stored on degrading tape media and ‘end of life’ proprietary playback platforms 
• Mitigate risk by purging recordings according to their retention policy 
• Reduce costs associated with storage, time consuming retrieval, and fines if unable to access specific recordings when required 
• Manage recordings easily: instant search/playback, retention/litigation hold, user access controls, playlists of multiple recordings, MI and more
• Storage costs reduced by an estimated 90%, resulting in savings of around 15m/yr.

Background

A leading UK high street bank contacted Davies for support with call recording regulatory compliance and security concerns. With banks often required to retain call recordings for years, and various regulations relating to access, retention periods, and auditing to comply with, our client was concerned about the handling of both current and legacy recordings.  

The bank needed a call recording and storage system that would allow for tightly controlled and audited access, in line with PCI DSS controls. But one that would also allow for simple and rapid accessibility, should evidence need extracting in the case of litigation, or customer complaint. The system should provide a single, centrally accessed, long-term storage solution. 

How we helped

Davies addressed the bank’s concerns by providing a fully managed service for the retrieval and long-term storage of call recording data from both tape and central vault storage, with a secure, hosted portal for the search and playback of the recordings. 

The initial phase was to securely transport, digitise, and encrypt more than 12,000 tapes – and additional centrally stored call files – for relocation to a secure cloud infrastructure, allowing for indefinite storage, with secure SaaS-based access.  

With the ability to restrict call access according to specific parameters, set a retention period or purge date for individual files for enhanced risk mitigation, and tag a specific section of a call, add a comment, or create a ‘playlist’ of multiple calls for evidence presentation or coaching, the system guarantees compliance, while streamlining and simplifying call storage.   

Results

This project has achieved several goals relating to the management of legacy data. 

Risk reduction – Calls are now stored securely in a non-degrading medium and will be available for playback for decades to come, eliminating any risks relating to tape decay or manufacturer software/hardware upgrades. Any recordings that are no longer required due to regulation are purged monthly, further reducing risk. While risks of data breach are greatly reduced by calls being stored encrypted in a secure location, and tight, auditable access ensures that only those with the correct authority can listen to sensitive data.  

Cost reduction – With the ability to easily access call recordings in a timely manner, non-compliance fines have been eliminated, while team efficiency has increased. And storage costs have been massively reduced – by an estimated 90%, resulting in savings of around £15m/yr cost savings for this project.  

Enhanced service – The ability to locate evidence quickly – whether for customer service and customer recovery, or for litigation, enhances customer service, confidence, and trust.