Businesses may legally record customer and employee actions in all 50 states today, but can a business record phone calls without consent? There are myriad laws and statutes governing these practices. For example, it is unlawful to covertly record conversations the business is not involved in. That means, employers cannot record private conversations of employees unless there is a clear reason for doing so, and/or the employee is informed before the taping begins. So, a business owner could not record a conversation between an employee and a non-employee speaking on private communication devices, even if the employee was on company property, unless there is a special waiver from a government body, or law enforcement agency in force.
In approximately 75% of the states, federal and state laws allow businesses to legally record telephone conversations, as long as at least one party is aware the call is being recorded. The other 12 states have more rigorous standards that require all parties to a conversation give content. Unless there is a specific reason business owner don’t want callers to know they capture all telephone conversations, perhaps, the question should not really be “Can a business record phone calls without consent?” But rather, “Should businesses record phone calls without prior consent?”
When capturing conversations purely for training and customer service enhancement, most telecom systems with automated answering and routing capabilities allow businesses to include a pre-recorded message immediately after all calls are answered. Consumers have grown accustomed to this message used by almost everyone in the financial services industry today. The automated information technique ensures every caller learns about the company practice before they even speak to a representative. Alternative methods include training employees to deliver a scripted message asking for consent prior to gathering any sensitive information. It is critical to know why you want to record conversations before implementing a call capturing policy.
Can a business record phone calls without consent, to save money, boost customer satisfaction, improve organizational efficiency and reduce overhead? The answer depends on whether or not you live in one of the 12 states that requires full disclosure. However, if you’re willing to implement an informed-consent policy, which may actually be less expensive and offer more protection against legal challenges in the future, you can reap the benefits listed above. Some of the most common reasons business owners choose to start recording telephone calls include:
• Preventing or detecting criminal activities
• Monitoring agent performance
• Maintaining compliance standards
• Settling customer disputes
• Enhancing network security
How can a business record phone calls without consent, and still maintain an open, transparent reputation among their clients? The truth is, this isn’t always the best approach. Although some circumstances allow businesses to record all conversations without informing external partners, you could be setting yourself up for some bad PR if a disgruntled customer finds out, or you could find yourself in court defending harsh accusations. ATIS Digital voice capturing technology provides superior solutions for businesses who need to capture telephone call data and audio. Call 1-866-871-5390 today to discuss budget-friendly options. And, remember to ask the specialist for details about legally recording your call traffic.
