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Expert Analysis

Call And Record Me Maybe: The State Of CIPA Class Actions

Law360, New York (August 26, 2014, 10:29 AM EDT) -- One of the formalities of many customer service calls is the prerecorded line now engrained in our heads: "This call may be monitored or recorded for quality assurance purposes." The purpose underlying the business practice, known as "service-observing," is obvious: Call centers want to be able to monitor and/or record calls to help train their employees. The purpose behind the disclosure, however, is legal. While most states allow telephone calls to be recorded with the consent of one party to the call, 12 states require the consent of all parties....

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