Many companies use call recording for both internal and external calls, as an integral part of the training process as well as a form of proof when experiencing customer disputes. However, it is important to know the full legalities to ensure that your call recording practice is within UK legislation.
Call recording is covered by several UK laws including the Data Protection Act 1998, the Human Rights Act 1998 and the Telecommunications (Lawful Business Practice)(Interception of Communications) Regulations 2000.
Ensuring Recording Customer Calls Stays Within The Law
In the UK it is legal to record calls as long as it is done ethically, within legislation and for the correct reasons.
As stated in the Telecommunications Regulations 2000 (Section 3- (1c)), call recording must only be done for the purpose of: “Monitoring communications made to a confidential voice-telephony counselling or support service which is free of charge (other than the cost, if any, of making a telephone call) and operated in such a way that users may remain anonymous if they so choose.”
This means that all anonymous call recording is protected by law. Calls can also be recorded for a range of other purposes, including ensuring a business or customer is compliant with practices, proving standards are being met, evidence for business transactions and training purposes.
By law, businesses are not required to tell a customer or client that a call is being recorded, but many businesses consider this as good ethical practice.
We have a wide range of call recording software available online, each specially designed to help you stay within UK law and to be seamlessly integrated into your current system. Take a look at our wide range of advanced call recording solutions.
Smartcall software offers features to ensure that your company is compliant with PCI and FCA regulations. You can read more about FCA compliant call recording online.
Contact SmartCall For More Information
If you are unsure about the best call recording practices, or would like to find out how Smartcall software can help you keep within the law, get in touch today.