Recording a sales call is possible, provided simple rules are followed. This article provides a practical framework; it does not replace the advice of your legal counsel.
Inform before recording
The person called must be informed of the recording, its purpose, and the possibility to object before recording starts. One sentence is enough, stated by the rep or played automatically.
Choosing a legal basis
- Legitimate interest for internal training and quality improvement, subject to a documented assessment.
- Consent when recording serves a secondary purpose, such as commercial use of the clip.
- Legal obligation in certain regulated sectors, with mandatory retention periods.
Limiting retention
Keep recordings only for as long as strictly necessary for the stated purpose. Define a justified duration for your purpose and check applicable recommendations and sector obligations. The duration must be configured, not left to chance.
Respecting rights
- Access: provide the recording upon request of the person concerned.
- Erasure: be able to delete a single recording individually.
- Objection: stop the recording immediately if the person requests it.
Employee side
Call recording also affects your sales reps. Inform teams and their representatives, document the purpose, and do not use recordings as a tool for permanent surveillance.
Check-list
- 1Information announcement enabled on all calls.
- 2Legal basis recorded in the data processing register.
- 3Retention duration configured in the tool.
- 4Deletion-on-request procedure tested.
- 5Data processing agreement signed with the vendor.
- 6Data hosting location localized and documented.
