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Do call centers record you while on hold?

Frequently Asked Questions

Do call centers record you while on hold?

While on hold, call centers may still record the line, including any background noise or comments made by the caller, even though the primary agent interaction is paused. This continuous recording is often part of the call center’s overall call recording policy, aimed at capturing the entire customer interaction for completeness and accuracy. However, the specific practices regarding recording while on hold can vary by call center and are governed by the same legal and privacy considerations as other aspects of call recording. Callers should assume that they may be recorded at any time during their interaction with a call center, including while on hold.

Do call centers record you while on hold?

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