Why to Ask ?
As a SaaS service provider, it's important for us to follow the General Data Protection Regulation (GDPR) and manage its impact on user data privacy. GDPR is a set of data protection laws that govern the processing of personal data of individuals in the European Union (EU) and the European Economic Area (EEA). GDPR requires that any personal data you collect, process or store should be done with the explicit consent of the individual. Therefore, you should always make sure that you ask for permission to record.
What does asking for consent mean?
According to GDPR, consent is defined as "any freely given, specific, informed and unambiguous indication of the data subject's wishes by which he or she, by a statement or by a clear affirmative action, signifies agreement to the processing of personal data relating to him or her."
How to Ask when using Unique?
Make it an option with no pressure on the prospect or client and be open about the benefits for the client.
It must be clear to your users what you're asking for, why you need it, how you'll use it, and how long you'll keep it
Consent must be specific, informed, and unambiguous, so your users must clearly understand what they're agreeing to.
Examples of how to ask:
“Is it okay for you if I record this call? This way I can send you a better follow-up summary and next steps”
“Is it okay for you If I record this call? We use recordings for learning purposes which means we can provide our customers a better service”
Other ways on how recorded data could be used:
Note-taking for requirements collection
Internal coaching
Product Feedback
Conversation Analysis
Internal Documentation
When to ask?
It depends on your internal process, role, and context:
Online Recording:
For the majority of the client calls, you would always ask for consent upfront, you can do it verbally before you start recording
You can ask for permission via email, prior to starting the online meeting Unique has developed consent pages for Outlook and Google Calendar users. More details can be found here.
For Prospecting calls, where there is a risk of damaging the initial client conversation, you can inform the client that the call by outlining the purpose of recording and then giving users the option to delete the recording.
On-Site Recording with Unique's mobile app:
For Sales People who are focused on prospecting or having initial meetings with clients they haven't met before, it might be worthwhile to ask after the initial relationship has been established with the client (i.e. after the small talk)
For the clients with whom you have an existing relationship, you could set the expectations upfront via email or telephone conversation.
What happens with your client's data after Recording with Unique?
Can the recording be deleted?
Yes, we have a hard delete option and any recording can be permanently deleted from Unique's Swiss-based Data Centre
How long the recording will be stored in your Unique app?
It is to be defined by every organization individually and depends on the purpose of the recording.
As an example, if the recording is used for internal coaching or better documentation then it may make sense to keep it in the database for as long as the client is working with us.
If the recording is used to share feedback internally, it might make sense to delete it after the feedback has been shared.
How recorded data could be used:
Note-taking for requirements collection
Internal coaching
Product Feedback
Conversation Analysis
Internal Documentation
More info regarding Data Protection and Security at Unique?
Unique Data Privacy: https://www.unique.ch/privacy
Unique Security Measures: https://help.unique.app/en/articles/6405003-security-at-unique-ag-whitepaper