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When a person calls into our call center, are we required to disclose that the call is being recorded for quality assurance purposes? – IBA Compliance Connection

IBA Compliance Connection

Your go to source for compliance!

When a person calls into our call center, are we required to disclose that the call is being recorded for quality assurance purposes?

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Illinois law generally prohibits you from recording phone calls with customers unless you meet the conditions required under one of the exemptions to that rule. 720 ILCS 5/14-2. There is an exception for use of a telephone monitoring device to record a conversation related to the solicitation, administration, or collection of a bank account, provided that you obtain the other party’s consent to be recorded. 720 ILCS 5/14-3(j).