Things To Do When Capturing Voice Calls
                     THINGS TO DO WHEN 
CAPTURING VOICE CALLS
THINGS TO DO WHEN CAPTURING VOICE 
CALLS
• If you are looking to capture voice calls in your company as a 
way of meeting the core compliance obligations from 
regulatory agencies in an effort to mitigate cyber security 
risks and potential breaches, you need to know how to do it 
right. The following are some of the best practices for voice 
recording that you need to adhere to.
THINGS TO DO WHEN CAPTURING VOICE 
CALLS
•  First of all, before you capture voice calls, you are required to notify the caller. Whether a 
personal or company device is being used, it is very important to notify the caller that you 
are about to record them for compliance reasons.  One of the best ways to notify the 
callers is to play a pre-recorded prompt that broadcasts the terms and conditions of the 
voice call recording. The prompt should require the caller to continue by pressing a 
designated key on their device. 
• Regardless of the recording method you decide to use, it is very important for you to be 
transparent with the caller about how and why their call is being recorded. Doing this will 
help foster a deeper level of trust because the caller will know exactly what is being done 
with their private conversation. It can also help clear the name of your organization in 
case of any dispute that may occur during the transaction.
THINGS TO DO WHEN CAPTURING VOICE 
CALLS
• Another thing you need to do before you capture voice calls is establish 
clear standards for data access. It is important for you to make sure that 
only authorized users can access the archive database,  for instance those 
that retain  information related to customer’s financial information,  order 
records as well as employees correspondence across all channels. 
Regulators emphasize the protection and privacy of data, even if it is 
details as seemingly minor as client phone number and address.
• For more information on what to do when capturing voice calls, visit our 
website at https://www.telemessage.com/
THINGS TO DO WHEN 
CAPTURING VOICE CALLS