Enterprise call recording, usually referred to simply as call recording, is a tool used by many businesses to streamline and improve customer service. Because it involves creating a potentially permanent record of phone conversations, call recording is regulated in the U.S. and other countries.
Generally speaking, democracies regulate call recording with laws that focus on two aspects:
- Distinguishing recording of phone conversations between civilians from law enforcement wiretapping
- Protecting personal privacy by requiring notification and/or informed consent by one or more parties involved
These laws are intended to protect privacy by considering who is doing the recording and for what purpose.
For example, in Finland private persons can record calls without requirement to inform other parties, but use of recordings is restricted. Companies, on the other hand, must inform participants before recording calls.
In Canada, at least one party must be aware the call is being recorded. In Turkey, both parties must be aware. In the U.K., businesses can record calls involving their employees, who must have knowledge that the recording is taking place, but without notifying other parties involved. The recordings must be used for specific approved purposes, such as preventing crime or to provide evidence of business transactions.
In the U.S., call recording is Federally regulated, with some states having additional requirements. In most states, it is okay to record a conversation or give permission for a call to be recorded, so long as one party is notified. Eleven states (California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, Pennsylvania and Washington) require all parties to give consent.
Based on who is doing the recording, and how it is done, Federal and state laws in the U.S. draw lines between private call recording, business call recording, and wiretapping.
“Recording a call you are not involved in is illegal throughout the U.S. UNLESS you are a business and the call is occurring on a phone line or extension you are paying for,” notes FairDebtForConsumers.com. “Federal law applies when the phone call extends over state lines (example: a person in California calling a person or company in Texas).”
As noted earlier, reasons for enterprise call recording vary, but it is generally considered a tool for improving customer service and boosting business and can be a powerful asset for any business looking to improve the way their employees perform and ensure accuracy with every transaction.
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Mae Kowalke is a TMCnet contributor. She is Manager of Stories at Neundorfer, Inc., a cleantech company in Northeast Ohio. She has more than 10 years experience in journalism, marketing and communications, and has a passion for new tech gadgets. To read more of her articles, please visit her columnist page.
Edited by Stefania Viscusi