Should I record calls, and what do I need to know legally?
When to record
Record if you need to:
- Train new agents (replay real calls)
- Settle disputes (proof of what was said)
- Improve quality (review conversations with your team)
- Comply with industry rules (financial services, healthcare often require it)
Don't record just because you can. Unreviewed recordings create storage costs and privacy risk.
Legal rules vary by location
In the US, federal law allows one-party consent: you can record if you're on the call. Many states require two-party consent, meaning the other person must know you're recording. Your phone service provider should tell you which applies to you.
Outside the US, rules differ. Europe's GDPR and similar laws in other countries have stricter requirements. If you call internationally, assume you need consent.
Practical approach
- Disclose recording in your IVR: "This call may be recorded for quality purposes"
- Store recordings securely (encrypted, access-controlled)
- Delete old recordings after 30–90 days unless legally required to keep them
- Tell agents they're recording—they already assume it
Most reputable phone services handle compliance automatically. Confirm with your provider that your setup matches your jurisdiction's rules.