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Posts: 203 | Thanked: 68 times | Joined on Oct 2009
#39
Originally Posted by jaark View Post
"This call may be recorded" is such a vague and poor use of the language. The announcement can easily be understood as giving permission to both parties to record the call.

In cases where both parties need to be notified that a call is being recorded, this phrase does not help. It does not state if the call is or is not being recorded, it may be that relying on this and recording random calls may be in breach of some versions of the law.

The person in the call center will be well aware that many, if not all calls are recorded. The laws talk about a call being recorded and that one or more parties being aware that it is recorded - not who is doing the recording. If one party is aware that the call is recorded then it is just as ethical for the other party to record it also.
Except as I already pointed out above, those recordings don't say "this call may be recorded." They say something like "this call may be recorded for quality assurance and training purposes." That statement is really not vague at all. It's very clear what it's intended meaning is. It pertains to the activities of the call center you've called. You have to really willfully twist the words around (or quote them out of context as you've done) to make them mean that it gives you permission to record the call.

And actually the laws, at least in the U.S., do talk about "who" is doing the recording. If you're recording, you have to notify the other party. That's what the law says. It doesn't seem ethical at all, to me, to record a call without notifying someone, regardless of whether or not they're recording the call. The point is, are you being upfront about what you're doing? Or are you hiding it and keeping it secret?

It's really quite simple. At least in those states in the U.S. where you're required to do so, if you're recording a call, you have to explicitly notify the other party. That's it. It doesn't matter what the other party is doing; that's their responsibility, but it doesn't absolve you of your responsibility.