How Aircall assists with your Privacy Compliance

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In today’s digital age, safeguarding customer data is paramount. For support, sales, and IT leaders using Aircall, leveraging the platform's powerful tools without compromising on data protection is crucial. 

Aircall provides exceptional tools for training, record-keeping, and understanding team performance. From automatic call recordings and live call coaching, to call transcription and advanced AI features, Aircall equips you with everything you need to elevate your sales and support team’s performance. However, depending on your country, and how your specific company uses these tools, you may have obligations to your customers to ensure their rights to privacy are respected. In this article, we’ll look at three features that may assist in bolstering your privacy compliance efforts under different privacy laws.

⚠ Please note: Aircall services consist in the provision of a business phone solution (software as a service). Our customers may use the solution for various business use-cases and in different geographical areas. Aircall does not have control over the scope of particular data inserted by our customers in the Aircall solution, over the processing purposes for which our customers use such data, or over the scope of privacy laws applicable to such data. Aircall further fully recognizes that it is not entitled to provide legal advice to its customers. Therefore, Aircall cannot provide its customers with binding legal advice on how they should use the Aircall solution in compliance with the applicable laws to their particular case and nothing in this article is construed as such advice. Aircall, as a processor of the customer's personal information, can neither guarantee that the customer's usage of the Aircall solution will be compliant with the privacy laws applicable to the customer.

Call routing and IVR with Smartflows

If gaining customer consent for call recordings or providing notice the call is being recorded is an essential legal requirement for your business, Aircall’s dynamic call routing system makes this easier than ever. With Smartflows, you can seamlessly integrate an audio message at the start of any call flow, allowing you to obtain consent for recording and provide required notice while maintaining a seamless inbound call experience for customers. 

Here are two methods to do this:

Audio Message Widget:

Currently, only 48% of our customers using Smartflows leverage this tool - let's change that! Click the “+” icon and add an ‘Audio message’ widget. Then, you can either record your message or add a text-to-speech message containing any information required. For example, if required, you could state that all calls will be recorded as well as the purpose for which they will be recorded (such as for training and quality assurance purposes). Customers will have the option to either continue the call or terminate the call depending on whether they consent to being recorded. 

IVR Widget:

Click the ‘+’ icon and add an ‘IVR’ widget. Here, you’ll be able to create two branches of your phone line: one for customers who consent to being recorded (where required), and one for customers who do not. Simply create an audio message within the IVR widget specifying that customers that consent to being recorded can press Key 1, and customers that do not consent can press Key 2 and thereafter be forwarded to a phone line without recording enabled.

Did you know? Aircall also allows you to easily turn off call recording for specific numbers via the Dashboard:

1. Navigate to the Numbers section.

2. Search for and click on your number of choice

3. Go to the Settings tab

4. Scroll to the Call Recordings and Transcriptions sections, and turn off all recordings and transcriptions.

Using Aircall AI

When using the AI add-on, all transcriptions are processed by Aircall’s AI solution. This might mean under laws applicable to you that, not only should you inform your customers that their calls are being recorded - you may also be obligated to inform them that their calls will be processed by Aircall’s AI technology. 

For this, you may wish to utilize the same call routing method mentioned earlier (either an audio message or IVR menu) and specify in the consent message that the recording will be sent to a third party.

Limiting access to data with user roles

Balancing access to sensitive company and customer data while limiting unnecessary risk isn't always easy - but with Aircall it is. We offer four different user roles, each defined by the amount of information you need to share:

• Agents: Users of the Aircall phone app and Aircall Workspace with access to recordings of their own calls and of calls made on lines they are assigned to. 

• Supervisors: Focused on team performance, supervisors can access and edit call recordings, and access and export data from Aircall Analytics.

• Admins: In addition to the permissions given to Supervisors, Admins can also manage numbers, call distribution, users, and teams.

• Owners: Managing sensitive company info like billing details, Owners have complete control over user management and billing information, but have no access to call data (including recordings).

Whether you want to limit access to only making and receiving calls, or maximize visibility of your calling data for senior leaders, Aircall’s role-based access control helps ensure the right people have access to the right data, thereby minimizing the risk of larger-scale attacks through compromised accounts. 

Additional Data Protection Features offered by Aircall

We take data protection seriously at Aircall. That’s why we also offer a range of other features to assist you in protecting your customers’ data and comply with certain key privacy rights of individuals – data subjects.

Right to be Forgotten

Aircall allows you to delete an agent or contact directly from the dashboard, where required. 

Right to Access Information

You can export your calling data directly from the dashboard, giving you control over the information you hold. 

You can, for example, export the list of calls and call recordings made by a particular agent in the last 6 months.

Connecting to our API also provides a variety of options for data access – please explore these in our API documentation.

Custom Data Retention Periods

With the help of our Professional Services team, we’re able to configure a specific retention period for your call recordings, or to ensure that only a specific percentage of your calls are recorded. Reach out to the Professional Services team for more information. 

Conclusion

By following and implementing these practices as part of a broader strategy to safeguard customer data, support, sales, and IT leaders can make the most of Aircall’s powerful features while ensuring customer data remains protected. For further details on Aircall’s security measures, visit our Security page. 

Published on December 18, 2024.