Most laws in the call recording space involve getting consent from those participating in the call. Generally, if you notify the participants of a call that the call will be recorded and they stay on the line without objection, it is considered as consent (called passive consent).
Depending on the location, you will need to comply with one of two types of consent.
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The federal law in the U.S. (18 U.S.C. § 2511(2)(d)) requires Single-Party Consent for call recording, so long as the consenter has full knowledge that the conversation will be recorded.
While U.S. Federal law and many state statutes allow recording if one party (including you) to the phone call or conversation consents, other states have accepted different laws and require all parties to the communication consent for recording i.e, Two-Party Consent.
Prior to the GDPR, call recording regulations varied widely in the EU. Some EU nations permitted Single-Party Consent while others required Two-Party Consent (e.g. Germany) for recording calls. In countries that do not have defined regulations for call recordings, each call participant’s local laws will apply.
Compliance with GDPR
After General Data Protection Regulation (GDPR), the bar for valid consent has been raised much higher. Data controllers must have a legal basis or explicit, active consent to process (i.e. collect, store, share, etc.) the personal data of EU residents. Businesses recording conversations will be required to actively justify lawfulness of recording, by demonstrating the purpose fulfills one of the Article 6 conditions.
In essence, you should not collect personal data from an EU resident on call or otherwise unless they’ve actively consented to share it with you. Data controllers held in violation of the GDPR are vulnerable to fines and other penalties.
International call recording laws vary widely. Many countries do not have specific laws that cover telecommunication issues.
Here is a small sampling of international call recording laws of predominantly English-speaking countries:
A quick look at how Call AI works and integrates with your existing sales process.
Administrators configure settings to determine what calls Call AI will join, like only external meetings.
The sales rep integrates their company calendar with Call AI. This gives Call AI access to all upcoming external meetings.
Call AI sends pre-meeting notification emails and joins the meetings scheduled on the rep’s calendar, recording and transcribing the conversations.
AI analyzes the transcription and generates actionable trends and insights about the call. These insights can be leveraged to improve selling skills and boost win rates.
If someone does not consent to the call recording by responding to the email notification, Call AI is automatically removed. Call owners can also manually remove Call AI as-needed at any time.
With Call AI before, during, and after calls…
Administrators can define what types of calls get recorded (internal vs. external vs. all calls) and reps have the option to enable/disable the bot from joining certain meetings from the Upcoming Meetings section.
15 minutes before the meeting, an email goes out to all participants informing them that the call will be recorded.
Participants can choose to disable the recording for the upcoming meeting if desired.
Once the meeting starts and the participants join, Call AI verbally announces that the call is being recorded for training & quality purposes. Mindtickle also allows companies to have an announcement cue of their choice.
The recording can be stopped at any time during the call by the host or participants*. Call AI can be renamed to something else, such as “Notetaker.”
If a participant responds to the email ‘Disable recording and join’ the recording will be disabled.
If a participant requests to delete a recording, you can optionally notify all attendees confirming that the call was deleted.
Participants are notified when a meeting they are in is being recorded
This notification will be displayed to all guests joining a meeting regardless of the account owner’s settings
Participants can consent to stay in the meeting or leave the meeting
Participants joining a recorded call late will have their audio and video automatically muted until they click ‘continue’ in the dialog box
A visible recording cue appears for the entire duration of the call
Participants have the ability to stop the recording during a call
For using conversation intelligence as part of your sales process.
For more information on Mindtickle compliance, visit mindtickle.com/trust.