What Is Call Recording? Definition

Why it matters

Recorded calls help resolve disputes about what a family was told. They also help coaches review calls and improve scripts. Recording is governed by consent laws, which differ by state. Some states need only one party to agree, while others need all parties. Agents should state at the start of a call that it may be recorded. Families can ask how long recordings are kept and who can access them.

Source: law.cornell.edu

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Related terms

Call Recording Consent: Call recording consent is the permission needed to record a phone call. Federal law requires one party's consent, and some states require all parties to agree, which is called two-party or all-party consent.
Call Coaching: Call coaching is feedback on recorded or live sales calls from a manager, trainer, or software tool. The goal is to improve how an agent listens, explains coverage, and handles questions.
Voice Signature: A voice signature is a recorded spoken agreement that a carrier accepts in place of a written signature. Federal law lets an electronic signature include a sound, if the signer intends to sign.
Telephone Consumer Protection Act (TCPA): The TCPA is a federal law that limits telemarketing calls, texts, autodialed calls, and prerecorded voice messages. It requires proper consent for many marketing calls and gives consumers a right to sue for violations.
Privacy Notice: A privacy notice is a written statement that explains what personal information a company collects, how it uses and shares it, and what choices the customer has. Financial firms and insurers must provide one.

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