Call recording
What is Call recording?
Call recording is the capture and storage of a phone call's audio — automatically, on-demand, or based on a rule (every call to a specific queue, for example) — for quality assurance, dispute resolution, training, and compliance. Because both call recording and its retention are regulated (two-party consent laws in some states and countries, PCI DSS for payment calls, and data-retention rules), most platforms let an admin configure per-queue recording rules, consent announcements, and automatic redaction of sensitive spoken data.
More detail
Two-party (all-party) consent states and countries require every participant be notified a call is recorded, typically via an automated announcement at the start of the call, unlike one-party consent jurisdictions where only the recording party needs to know.
PCI DSS compliance for calls that include payment card data typically requires pausing or redacting the recording during the portion where card details are spoken or entered.
Frequently asked
- Do all states and countries have the same call recording consent rules?
- No. Some require only one party (often the recording business) to know the call is recorded, while two-party (all-party) consent jurisdictions require every participant be notified, typically through an automated disclosure at the start of the call.
- How do payment calls stay PCI compliant if they're recorded?
- Most contact centers pause or redact the recording for the portion of the call where a customer speaks or enters card details, so the stored recording never contains raw payment card data.
See also
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