01
Purpose
Authorized recordings may support quality review, qualification decisions, dispute handling, security and account reporting.
02
Notice and consent
Recording must follow federal and state requirements, including laws that may require consent from all parties. Campaigns should use legally approved disclosures.
03
Access
Recordings should be available only to authorized client and administrative users through secure, time-limited access.
04
Retention
A documented retention schedule should define how long recordings and related transcripts are kept and when deletion or restricted archival applies.
05
Prohibited use
Recordings must not be used unlawfully, disclosed outside authorized purposes or transmitted to analytics systems with unnecessary personal information.