Customer consent for recording calls
We need the ability for customers to consent to call recording for inbound and outbound calls and for some agents this would mean options for multiple languages. The idea is for customers to press a digit to consent to being recorded and then be connected to the agent or disconnected. If the agent dials out, it is expected that the customer gets an IVR that will request to press a digit to consent before connecting to the agent.
Stephanie
shared this idea
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Rodolfo
commented
Eleven states 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.
we would like to be able to NOT Record automatically calls coming from these states or area codes. All calls would be automatically recorded except when the caller is from one of these states with two-party consent.