Advanced Call Center

Consent

Generally, it is legal to record any conversation where all the parties to it consent (one party consent if all parties are in a state with corresponding law). The U.S. federal law only requires one-party consent to the recording of a telephone conversation, but explicitly does not protect the taping if it is done for a criminal or tortuous purpose. Many states have similar exceptions.

The following phrases may be used to request person's consent:

"For training purposes and your own security your call may be monitored and recorded."

"In order to insure excellent customer service, your call may be monitored or recorded."

"Thank you for calling America Online. To insure the highest level of customer service, this call may be monitored and recorded."

"All Blue HealthLine calls are completely confidential. However, your call may be monitored and recorded to insure quality of service."

As we see here, the quotes (taken from real life telephone operators) reflect and disclose pretty honestly a purpose of recording a call.

 

 


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