Why Notifying Consumers That “Calls May Be Monitored” Is Critical To Your Organization

Contributed By
Mackenzie Frerich, CECP, CIPP/US
Consultant, CompliancePoint

“This call may be monitored for quality assurance and training purposes.” We’ve all heard this disclosure. Some of us roll our eyes and wonder, is this really necessary? We all know calls are recorded these days.

Well, we are here to tell you just how important it is for companies to ensure that every employee placing calls to or receiving calls from consumers adheres to not only the federal call monitoring disclosure requirements but also the state-specific requirements as well.

The federal rules require one-party consent, where only one party to the call must consent to the call being monitored or recorded; however, various states require two-party consent. States with the two-party consent rule require that the disclosure be made after the initial greeting is completed or before beginning any recorded portion of the call on both inbound and outbound calls. In other words, if a call is recorded or monitored, the disclosure must be made.

For questions regarding consumer contact compliance, feel free to reach out to us at [email protected] or 855.670.8780.