Call recording and consent: best practice for business teams

Recording calls is useful. It helps you train new people, settle disagreements and review quality. It also involves other people's voices, so it needs care.

Why consent matters

Laws about recording calls differ. In some places one person on the call may consent. In others, everyone must agree. In the USA the rules vary by state, and many other countries have their own privacy and telecommunications rules. When you call across borders, more than one set of rules may apply.

A simple routine that works nearly everywhere

1. Tell people at the start: 'This call may be recorded for training and quality.'
2. Give them the chance to say no, and stop recording if they do.
3. Record only the calls you need for a clear purpose.
4. Limit who can listen to recordings.
5. Delete recordings when you no longer need them.

Keep a policy

Write a short internal policy that says why you record, who can access recordings and how long you keep them. Share it with the team. See our own call recording policy for an example of plain language.

Sensitive information

Avoid recording payment card details being read out. Pause recording at that moment, or use a secure payment method instead.

Recording at Dialsyx

Call recording is an add-on at $5 per user per month. You can also add AI summaries and transcripts. See call recording for how it works.

This article is general information and not legal advice. If you are unsure, ask a qualified adviser in the places where you call.

Training the team

Explain to every person why you record and how to say the notice naturally. Practise the wording together so it sounds friendly, not legal. Show people how to pause recording when sensitive details come up.

Retention and access

• Decide a retention period and stick to it.
• Limit access to managers and quality reviewers.
• Do not share recordings outside the company without a good reason.
• Keep a simple log of requests to delete a recording and what you did.