When it comes to recording phone calls, many people have questions. They range from:
Here are the five most common questions companies ask us about call recording and some great advice.
Yes, it is legal to record phone calls. You just need to know the federal and state laws. They vary by state and fall under the wiretapping category, which sounds ominous. As long as you follow the call recording guidelines, you can legally record phone conversations while being protected by the law. It works both ways and recording phone calls has many handy benefits.
In most states, you don’t even need to tell the caller they are being recorded. That sounds sort of odd, but it is true.
Call recording is perfectly legal in the U.S. and Canada. There is; however, a distinction between certain states. Some states require that both the caller and the person or company they called agree to recording the conversation. But most states only require one party to agree.
One Party Consent States
In 39 of the 50 U.S. states are one-party consent states. This means that the employee at your business is the only person who needs to know the call is being recorded. The caller need not know that you are recording phone calls.
They do not require you to play the ‘this call is being recorded’ greeting.
You need not alert the caller at all. Only one person on the phone needs to know it is being recorded. This includes the employee at the business receiving the call.
Two Party Consent States
These states, 11 of them, require consent of the both parties on the calls. Both the caller and the employee must agree to recording the phone call.
Basically, this means you need to play the little greeting that says ‘This call may be recorded…’
As of January 14, 2020, the 11 states that require the two-party consent for recording calls are:
If you would like to read the details and fine print of the laws for recording phone calls and conversations, the Digital Media Law Project is a good resource. Here’s the link for the legal guide to recording phone calls.
Where things can get tricky is if someone from Maryland calls one of the 39 states that have one-sided consent for recording phone conversations. The one party consent business employee that answers the phone knows he is being recorded. However, the Maryland caller may not be okay with the call being recorded.
THE BEST ADVICE:
Businesses should play a pre-recorded greeting announcing that they will record the phone call.
Before we can answer this, we need to ask some pre-qualifying questions.
Who is recording the call?
What is the purpose of the call?
Are you recording just one call or many calls?
First, “who is recording the call?”
If you are an individual wanting to record a phone conversation, then you are most likely on your mobile phone. Unfortunately, if you have an iPhone recording a phone call involves downloading an app. The free options for iPhone recording apps are okay but the paid versions are much better. For a few phone call recordings, the free app if probably okay. A paid version is worth it when you need to record many phone conversations.
We found a few credible articles that should help you pinpoint the right approach for recording phone conversations on your iPhone.
The first is from Digital Trends and they call the guide, How to record calls on your iPhone.
The other helpful resource we found is: How to Record Phone Calls on Your iPhone. Gadget Hacks originally published the article in 2015, but they published an update in September 2019.
Similar to the iPhone, if you have an Android phone, you will need to download an app for capturing and recording your phone calls. We read many articles, and this is the best guide that we found.
The first one is from Android Authority (sounds like a good resource). 10 best call recorder apps for Android! published in October 2019. Dates matter here since a guide to functionality and apps can be useless within a year or two.
Another blog had great information but annoying pop-ups. It’s on the SYS Tweak blog, 8 Best Call Recording Apps For Android And iPhone In 2020. The bonus with this blog is that they review four apps for the iPhone, as well as, four apps for the Android smartphone.
THE BEST ADVICE:
Individuals should get an app for recording calls on their smartphone.
Most, if not all, phone providers offer a call recording feature. Start with your phone service or VOIP. Often the glitch is that service subscribers must have a way to store and retrieve the recordings.
can set up the call recording notification within Convirza.
When compared to on-premises call recording solutions, our call recording solution is extremely inexpensive. If you compare us to call recording solutions many call centers use, the difference is dramatic. You can record calls with Convirza for as little as $29/month. Call recording solutions installed on-premises can be hundreds of thousands of dollars for a hardware purchase.
We can be so inexpensive because we’re a cloud-based SaaS. In other words, we are inexpensive because there is nothing to install. We don’t build actual hardware for most clients.
Yes it can.
Yes. Certain people could be banned from the entire Listen area of the application where the call recordings are housed. So, if you want store managers to be able to listen to calls, but not employees, that’s fine. You can just block them from the Listen area.
You should care because your clients care.
You don’t need to get into Convirza and listen to calls, but your clients might want to. If you provide them the ability to record their calls, they will love you and throw flowers at your feet.