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Recording Conversations: The Good and the Bad

TMCnews Featured Article


October 22, 2012

Recording Conversations: The Good and the Bad

By Susan J. Campbell, TMCnet Contributing Editor


Recording a phone call for later use may seem like an infringement of privacy rights to some, but it can also be a protection of information and actions for others. In the call center and corporate worlds, call recording is a common tool used to capture information for training purposes, contract negotiations and even business intelligence. For some, however, recording conversations is viewed as nothing more than being nosy. 



This recent news report from NBC Washington highlighted a case involving the Maryland Transit Administration. Recording had been implemented in its buses to monitor conversations between drivers and passengers. According to the original report by the Baltimore Sun, the recording was deployed in 10 buses and would be used to supplement information captured via video. 

Critics are pointing to this case as an invasion of privacy, although signs clearly indicate to riders that they are being recorded. The deployment strategy for the MTA includes expanding recording capabilities to 340 buses, representing nearly half the fleet, by the summer of 2013. 

Ralign Wells, administrator for the MTA, claims the move is part of the organization’s efforts to ensure people feel safe. When combined with video already in place, the audio recording lends additional information when responders and investigators need to get involved. 

The privacy claims may be unfounded, as the state attorney general’s office approved the audio recording deployment. Transit officials were assured by the office that the use of recording technology on buses did not violate laws within the state that pertain to wiretapping. Unfortunately, the American Civil Liberties Union disagrees. The agency’s lawyer told the press that he was “flabbergasted” by the move as a similar proposal for audio recording was rejected in 2009.

“A significant number of people have no viable alternative to riding a bus, and they should not be forced to give up their privacy rights,” David Rocah, a staff attorney with the Maryland chapter of the ACLU. 

The challenge in this case is that policies regarding surveillance vary within the region. While most transportation providers do have video on their buses, they do not include audio within the video capability. And, for some, the move seems “Big Botherish,” as stated by State Sen. Jamie Raskin, D-Montgomery. 

While it does seem clear here that the MTA is seeking to protect its passengers and even its drivers, one may wonder if the threat to safety is great enough to challenge privacy issues. And, even if the current attorney general’s office finds the move does not violate any laws, critics may emerge in opposition to the move in a strong enough presence to force limitations. If successful, it could also set precedence for bus transportation providers everywhere. 

In the meantime, for call centers and businesses that conduct calls where important information is communicated, enterprise call recording is still an important tool. Whether an insurance company wants to ensure the information exchange is consistent throughout a claims process, or a call center needs to verify a transaction or a mortgage company needs to protect its investment, call recording can be used to protect all parties. The key here is that those involved know that a recording is happening and have the opportunity to stop doing business with a company if they don’t like that option. 

The difference here with the issues brought out in the news report is that most companies are simply seeking to complete a standard transaction and not capture information on a customer’s latest night out or dating interests - so it’s unlikely many would consider this type of call recording an invasion of privacy.




Edited by Allison Boccamazzo






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