product updates

Yodel updates call recording to comply with countries’ regulations

Mario Uher

· 3 min read

I’m sure you’ve heard of the term ‘GDPR’ before. And I’m also pretty sure that you are not fond of the topic. GDPR’s been all over the news lately but I still have the feeling that no one really understands the consequences of it… Not even the lawmakers themselves…

This article is not an attempt in trying to explain what GDPR is exactly and it’s definitely not about recommending what you need to do as a business.

It solely means that we are aware of how countries put different regulations and laws in place about what information businesses are allowed to save and how to save them.

And since we want to support companies in their daily work to make it possible for them to comply with the necessary regulations, we made a huge update to our call recording feature.

So what does that mean in human words?

You know how when you call e.g. customer service, you hear the automated message “This call is being recorded for training purposes.”? That’s because in many cases you need to be informed when your call gets recorded. The same most probably goes for when someone calls your business line and you want to record calls. However, this “information” might not even be enough!

Some local regulations (and the locations of your customers!) demand that you need to ask for the explicit consent of the caller in order to be allowed to record calls.

Wow, right! I mean, who would have thought that people still have the right to decide what happens with their information (certainly I didn’t).

Anyways, let’s go back to the point:

Since Yodel is your intelligent voice receptionist, we can take care of this for you!

You heard correctly :-) Yodel will automatically ask the caller to explicitly consent to the recording. Once the caller agreed to it, Yodel will start the recording. If the caller does not agree (either by explicitly stating so or not saying anything at all) Yodel will also not start the recording.

If you select the option “call recording with explicit consent” Yodel will ask first for the consent and then starts recording
If you select the option “call recording with explicit consent” Yodel will ask first for the consent and then starts recording

Maybe you are in the lucky position that this does not affect your business! Yodel will still help you by automatically informing the caller of the recording.

The option “call recording with announcement” let’s Yodel directly inform the caller about the recording
The option “call recording with an announcement” lets Yodel directly inform the caller about the recording

Once Yodel knows whether to (not) record, the call will get put through and you can pick up the call.

What about outbound calls?

You probably still need to inform the other person on the line about the recording. This is simply done in the call interface by pressing the “record” button or “undo recording” button.

Simply press the “record” button to start a recording manually
Simply press the “record” button to start a recording manually

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