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: Scroll down and click on the “Compliance Call Recording” option visible on the left side of the screen.
Step 4: Click on the toggle for “Modify Recording Settings” to enable it.
Step 5: Select Recording Setting and select a,b,c,d,e option as per the requirement to enable Compliance call recording for your required countries.
a. Show notification to the agent to collect explicit consent.
If “ Show notification to the agent to collect explicit consent” is selected-
A notification is displayed in the dialer while calling with the text “Explicit consent to record the call is suggested in this country.”
b. Only Agent Side Recording.
If “Only Agent Side Recording” is selected-
In this only the Agent’s voice will be recorded.
c. Only Customer Side Recording.
If “Only Customer Side Recording” is selected-
In this only the Customer’s voice will be recorded.
d. Auto-pause recording and allow agents to enable it.
If “Auto pause recording and allow agents to enable it.” is selected-
Call recording will be turned off by default and it will display a notification when the user makes/receives a call “Call Recording is turned off by default as per your settings if you wish to record this call please tap the Record button.”
e. Disable recording and do not allow it to restart.
If “ Disable recording and do not allow it to restart” is selected-
The recording will be off for the selected country, call recording will auto-start after the call is over with a notification “Call Recording is turned off by default as per your settings. To enable it please contact your administrator.” If the next call is to some other country for which call recording is not blocked it will be automatically switched on.
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]