There are myriad reasons for wanting to record a call. Whether you’re a lawyer, therapist, realtor, notary, call center, utility company, bank, etc.—there are many types of businesses that rely on call recording to keep a record of conversations for legal or monitoring purposes.
What’s important is to understand the legality surrounding call recording.
In accordance with 38 states mandating One-Party Consent, Phone.com has turned on the tone for all accounts on the call recording feature. The faint beep occurs every 15 seconds to inform parties. If you would like to turn off the tone, you may do so in your control panel under Configure > System Settings > Call Recording.
NxT customers can do so in the Configure App.
Federal law (18 U.S.C. § 2511) requires One-Party Consent, which means that call recording is permitted if you, the caller, are a party on the phone. If you are not present for said call, the call may be recorded only if present party is fully aware and has consented to the recording.
38 states, plus the District of Columbia, require One-Party Consent.
12 states require all members of the phone call (or Two-Party Consent) to be fully aware and consent to the recording.
Note: This is intended as a summary. If you’re unsure of what to do, be sure to check with your state’s call recording laws.
The Best Times to Record
Insurance Claims and Healthcare — Insurance claim conversations should be recorded in order to provide clear documentations of everything said. This eliminates speculation and false claims from scammers. This will ultimately protect your company and save money in certain scenarios.
Billing — When goods or services are purchased by phone, federal law requires that all disclaimers, terms and conditions of the purchase be clearly explicated. A recording covers liability and proves the company took the requisite steps for a transaction.
Phone-Based Employees — For call center employees, often times recorded conversations are used in training. This also comes in handy in identifying pain points in the company, resolving customer disputes, and ultimately bolstering brand loyalty.
Industry Regulation Compliance — Many industry regulations do not necessarily require calls to be recorded, one can be used to settle a claim against a company’s behavior, proving compliance, and reducing liability and financial loss.