Recording calls for training, research, and quality assurance is a very useful thing to do. Today’s technology makes it easy to set up and maintain a call recording system, but there are things you should know in order to protect yourself from potential legal conflicts and other complications.
There are federal and state laws that deal with call recording and monitoring, and it’s important to do your research to determine which will apply to your specific practices. You’ll then be able to make a smarter decision when it comes to choosing call recording technology and related services.
U.S. federal law applies when state laws don’t include a call monitoring statute. In such a case, just one participant on the call must provide consent to being recorded. Usually, that participant is the call center operator.
State laws may reflect this same federal statute, or they may require two- or all-party consent, meaning that all call participants must be provided notification and/or express consent to being recorded before proceeding with the call. An opt-out option must also be provided.
Matters can become a little unclear when calling occurs across states and international borders. If that’s the case, usually the law with the strictest call recording stipulations will apply. For this reason, an increasing number of companies will provide notification of call recording to all participants even if their local laws do not require it. That’s why so many callers have come to expect the “This call may be recorded for quality assurance purposes.” statement as the first thing they hear once they’re connected.
When recording calls, you have to make sure you have the technical infrastructure to maintain and access your recordings, not only so they’ll be useful for purposes of review and training, but to protect your company should there be any legal need to recall specific audio conversations.
There are many different communication solutions that enable you to implement and maintain a call recording infrastructure. If you’re looking for such a solutions provider, you may want to check out Market Communications. While they most often provide call recording services for financial trading institutions that must be in compliance with Dodd Frank, they can also assist businesses and organizations that need call center recording resources.
Above all else, make sure you do your own research and seek qualified legal assistance to determine the steps you must take to ensure compliance with all laws that are applicable to your purposes.