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Good place to put yet another question. During the training, Cory, correct me if I understood this right:
You had mentioned that certain US States allow recordings of telephone calls and that all telephone calls are recorded. Do we include in our telephone calls a script which advises the caller that the telephone call is being recorded for quality-assurance purposes? If you could perhaps clarify or correct me, that would be muchly appreciated. Thanks!
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Great question Christine. The call recording discussion is one we have been having for some time… there are pros and cons. At this time we have chosen to discontinue recording all calls. If there comes a time that we would like to record for training purposes we will notify the Team and make the dial into the State or Prov. that we would be compliant in.
Currently there are eleven states that require two-party consent. In other words, everyone involved in a conversation must agree to be recorded. Those states are, California, Delaware, Florida, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, Pennsylvania and Washington.
If the choice is ever made to call into a location that requires two-party consent, we would create a script for you to use to be compliant (like what you suggested…” telephone call is being recorded for quality assurance purposes”).
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