What is Compliance Call Recording?
The definition of Compliance Call Recording is the process of ensuring that the recording of phone calls is legally compliant with various state and international laws and regulations. While recording calls can be a powerful tool for both customer support and sales reps, it’s vital to be aware of the legality of recording phone calls across various areas. This is because call recording laws vary from state to state and country to country, and there are typically steep fines for violating regulations.
Best Practices for Call Recording Compliance:
Know the Laws: Familiarize yourself with call recording laws in all regions where you operate or make calls.
Notify Participants: Always inform the other party that a call is being recorded, even in one-party consent regions.
Train Your Team: Educate your sales and support teams on call recording compliance to avoid accidental violations.
Limit Access: Only allow authorized personnel to access call recordings and monitor usage
Step 1: Log in to the CallHippo dashboard.
Step 2: Click on the settings option visible at the top of the screen.
Step 3: Select “Security & Compliance” option from the left hand side panel and then select "Compliance" option on the top ( as shown in the screenshot below) and click on the toggle for “Modify Recording Settings” to enable it.
Step 4: Select Recording Setting and select the Compliance call recording for your required countries.
Select any of the below options and modify recording settings for different countries. Option A will be selected as the default recording setting.
Note: One side call recording (agent side) will work in all calls except conference calls.
Record Both Agents and Customer Call
In this the calls from both the sides will be recorded.
Do not record any Calls
In this the calls will not be recorded for the specific country
Only Agent Side Recording
If “Only Agent Side Recording” is selected-
Notes:
By default option ‘a’ will be selected.
One side call recording (agent side or customer side) will work in all calls except conference calls.
Any country selected for one option, can not be selected for other options.
For ex: for option a, user selects 5 countries then, option b for those 5 countries will be disabled.
Notes:
By default option ‘a’ will be selected.
One side call recording (agent side or customer side) will work in all calls except conference calls.
Any country selected for one option, can not be selected for other options.
For ex: for option a, user selects 5 countries then, option b for those 5 countries will be disabled.
Some basic queries regarding the compliance call recording feature:
Q: Why is it important to follow compliance laws when recording calls?
A: Because laws vary by region, and violating them can lead to steep fines. Ensuring compliance helps avoid legal issues and builds trust with customers.
Q: What is the default setting for Compliance Call Recording in CallHippo?
A: By default, the system is set to show a notification to the agent to collect explicit consent (option a).
Q: Can I choose different recording settings for different countries?
A: Yes, you can assign different settings for different countries, but a country can only be assigned to one setting at a time.
Q: Can one-sided call recording be used in conference calls?
A: No, one-sided call recording is not supported in conference calls.
Q: Can I assign the same country to multiple recording settings?
A: No, each country can only be assigned to one recording option at a time.
Q: What does the notification "Explicit consent to record the call is suggested in this country" mean?
A: This notification is displayed in the dialer when the "Show notification to the agent to collect explicit consent" option is enabled for the selected country. It suggests that the agent should collect explicit consent to record the call, in compliance with the local laws and regulations of that country.
Q: Why is my voice not recorded during calls, while I can only hear the other person's voice?
A: This is because you might have enabled the "Only Agent Side Recording" option for the selected country. When this setting is enabled, only the agent's voice will be recorded during the call, in accordance with the compliance requirements. This applies to all calls except conference calls.
I hope this helps. If you still face any queries, please feel free to reach out at [email protected]