Call Monitoring and Recording

[DGO CCManager]

Help!

I am implementing a quality program for a small outbound call center that provides telemarketing services. I am very concerned about the legality of recording calls. Specifically, in an outbound situation, how does one identify that the call may be monitored for quality purposes? Is that even necessary?

I am afraid of thwarting our telelmarketing efforts with an upfront recording. Our calls are business-to-business, so the likelihood that a contact will stay on the phone through the recording is minimal at best. Can anyone point me in the right direction?

Thank you!

[Gerry Miller]

Where are you located? The Law, in the US at least ,is generally based on the State you are in. In New York for example recording is legal as long as one party to the conversation ( in this case you) is aware that a recording is being made. In other states both parties must be aware , and some require a tone every 30 seconds or so throughout the conversation. If you are in the US check with the Public Service Commission or its equivalent for the laws there.

[shashimudgal]

I am at India

[Cathy]

Here is a link to a site that has details on the legal aspects of taping in the United States. Hope it helps.



http://www.rcfp.org/taping/

[DGO CCManager]

Cathy and Gerry,

Thank you for the helpful tips - that was just what I needed!

Angie