Hey All- new here. Seems like a good info board here
So first thread, first question…
If a company records any inbound phone-calls, do they have to notify the customer/caller?
I’m located in MA.
Basically, I bought a product from this company, called into the 1-800 customer service. They couldn’t help me. So I contacted the direct number to a Senior Specialist at one of the branch.
The 1-800 number is obviously recorded, what about the direct line to the Senior Specialist?
I’m told I have to wait through compliance now. Does that mean their compliance dept can access EVERY phone call?
IANAL, but every call center I’ve worked had the IVR state that all cards may be recorded before the caller could get to a CSR. It’s also been a huge no-no for that warning not to be one of the first things out of your mouth when placing outbound calls.
How do you know the call to the 1-800 number is recorded? Because they tell you. Usually, you hear an automated voice saying so before you are connected to a human being, or sometimes you get connected to the human being, and it’s the first thing they tell you.
If you dial somebody in the company on their direct line, and you aren’t told that the call is being recorded, then it isn’t being recorded. (Or, it is, and somebody has stuffed up badly in not ensuring that you are told. But mostly, it isn’t.)
There are one-party states and two-party states. In a one-party state, only one person on the phone needs to know it’s being recorded while in a two-party states both people need to know it’s being recorded. So question: what is the law when someone in a one-party state talks to someone in a two-party state? Answer: no one knows for sure so to play it safe, assume both sides need to know the call is recorded. That’s why call centers announce the call may be recorded and if they don’t tell you then probably the call is not being recorded.
Yeah I bought the item in 2 party state, but currently calling from a 1 part state due to being on a business trip for a few months. So complicated haha
Here’s a somewhat-related question I’ve wondered: When I hear that announcement “This call may be recorded”, it never says who may record it. Does that statement also give me permission to record the call?
