Parley

Template, not legal advice. This is a plain-language starting point. Replace every [bracketed] placeholder, adapt it to how you actually operate, and have it reviewed by qualified counsel before you publish or rely on it.

Call recording policy

Template version 2026-09

Purpose

This internal policy explains when [Company] records phone calls, how people on the call are told, who may listen, and when recordings are deleted. It applies to everyone who places or receives calls through our calling workspace.

When we record

  • Recording mode is set to [Off / On demand / Always] by a workspace admin. Staff must not record calls by any other means (screen recorders, phone apps, second devices).
  • We record for [quality and training / evidence of agreements / regulatory obligations]. We do not record for any other purpose.
  • We never record [payment card details: pause or stop the recording before a card number is read out / calls with … / categories you exclude].

Telling people

  • The consent announcement stays on. Everyone on the call hears “[This call may be recorded for quality and training purposes]” before recording begins. The system stores that the notice was played.
  • If someone objects, the agent stops the recording immediately and [continues unrecorded / offers email instead].
  • Recording laws differ: some US states and many countries require every participant's consent. When a call crosses jurisdictions we follow the strictest rule that could apply. Turning the announcement off requires written sign-off from [legal/compliance owner] and is logged in the audit trail.
  • Staff are informed that their calls may be recorded via [employment contract / staff handbook / works council agreement].

Access

  • Agents may listen to recordings of their own calls. Managers and admins may listen to their team's. Downloads are limited to [managers and above].
  • Every playback, download and deletion is written to the audit log. Recordings are streamed through our application; links to the telephony provider are never shared.
  • Recordings must not be copied to personal devices, shared outside the company, or used to train third-party systems without [approval].

Retention and deletion

  • Recordings and transcripts are deleted automatically after [90] days, from our database and from the telephony provider.
  • A recording needed for a dispute or legal hold is exported by [role] to [secure location] before its deletion date and tracked in [register].
  • When a person asks us to delete their data, [role] deletes their recordings within [30 days] unless a legal obligation requires us to keep them.

Ownership and review

[Name / role] owns this policy and reviews it every [12 months] and whenever we start calling a new country or change how recording is configured.