Businesses are at increasing risk of direct legal action for failure to comply with current federal and state requirements.
Seattle, Washington (PRWEB) February 27, 2014
Sound Telecom, a nationwide business process outsourcer, has published a comprehensive article entitled Three Things Every Business Owner Should Know about Call Recording Notification Compliance, which delineates the seriousness of two-party call recording notification regulations. Businesses are at increasing risk of direct legal action for failure to comply with current federal and state requirements. A spate of lawsuits has recently sprung from the State of California. Most of these actions are based on a little-known provision of the California Penal Code involving calls made to or from customers who are using mobile phone devices. Statutory civil penalties can be steep – up to $5,000 per incident for any violation of the statutes.
“Both businesses and the call center industry are in danger,” states Michael LaBaw, Sound Telecom’s president and founder. “Fines of $5,000 per recording violation can quickly put an operation out of business. That is why we, in the best interest of our customers, have a well-developed notification program that adheres to the strictest interpretation of both federal and state requirements for all 50 States.”
The article forecasts that California will most likely be only the first of many States ready to bring call recording compliance lawsuits to businesses on a nationwide level. Any business or call center that records or monitors customer calls for businesses should take every precaution possible to ensure that proper permission is gained and acknowledged. Basically, the piece recommends that call center operators ought to make it standard procedure to notify all callers at all times whenever they record calls no matter what. This is based on the strictest interpretation of the law.
However, the author of the article, Brian Gabriel, points out that businesses do not have to record their calls. If they don’t record calls, they avoid this issue entirely. Other businesses may choose to have their calls answered by a third party BPO or call center. But doing this does not relieve them of the responsibility to ensure call recording notification compliance. Businesses must talk to their call center providers and make sure that they are complying with the law in the event they are providing call recording as a service.
Gabriel goes on to argue that outsourcers must not only want to protect their own business, but the businesses of their customers as well. He views compliance as a real issue that must be addressed, and warns that call center software and equipment manufacturers must ensure that their products and services can keep their customers fully compliant no matter where they do business. Finally, Gabriel cautions that if businesses are recording customer calls and are not aware of the laws of their State, they are putting themselves at unnecessary risk.
To read the full article, please view it here:
About Sound Telecom
Sound Telecom is a leading nationwide provider of 24-hour Telephone Answering Services, Contact Center Solutions and Cloud-based Phone Systems professionally serving customers since 1986 with USA based agents. For more information, please visit http://www.sound-tele.com.
About Brian Gabriel
Brian Gabriel is the Chief Operations Officer for Sound Telecom, a prominent twenty-seven year old call center outsourcer, and he is a frequent contributor to the Sound Telecom Blog, which is designed to impart useful information to businesses and entrepreneurs.
Andrew Tillery, Marketing Director