Customers say “Are you recording this call” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
The customer wants to know who will hear what they say, and whether it could be used later. It may come from privacy concern or from wanting a record of what you promise. Answer truthfully and simply, in line with your company’s rules on recording and consent, and let them decide how to proceed.
Typical in: Contact centre and customer service, Insurance and finance, Telecom and energy
Pick the framework that fits the customer. The wording is an example direction, not a script: say it in your own words.
Show you heard it, then ask an open question before you respond.
“Good question, and I will answer it straight. [Yes, calls may be recorded / No, this call is not recorded], according to our company’s rules. If you would prefer it not to be, tell me and I will explain your options.”
Ask for a moment, a question or a next step, and accept the answer.
“Our company may record calls for quality and training, following the rules that apply here. Are you comfortable continuing on that basis? If not, I can tell you how else we can help, such as in writing.”
Give two real options so the customer decides how, not whether.
“We have two ways to go on: we continue with the call as described, or you tell me what you would prefer and I will check what I am able to offer. Which suits you better?”
After your response, ask:
Is there something in particular you would like to keep off the record, or a reason you would want the call noted?
Avoid: Don’t worry about it, it’s only for internal purposes.
It brushes off the question and may not be accurate. A customer who asks about recording should get a clear yes or no, plus what happens to the recording.
Reading is not the same as saying it. Talk to an AI customer who raises this kind of objection and see in the report which sentence helped.
Practise this objectionThe customer wants to know who will hear what they say, and whether it could be used later. It may come from privacy concern or from wanting a record of what you promise. Answer truthfully and simply, in line with your company’s rules on recording and consent, and let them decide how to proceed.
Acknowledge, then ask: “Good question, and I will answer it straight. [Yes, calls may be recorded / No, this call is not recorded], according to our company’s rules. If you would prefer it not to be, tell me and I will explain your options.” Ask permission: “Our company may record calls for quality and training, following the rules that apply here. Are you comfortable continuing on that basis? If not, I can tell you how else we can help, such as in writing.” Offer a choice: “We have two ways to go on: we continue with the call as described, or you tell me what you would prefer and I will check what I am able to offer. Which suits you better?”
Is there something in particular you would like to keep off the record, or a reason you would want the call noted?
Avoid “Don’t worry about it, it’s only for internal purposes.” It brushes off the question and may not be accurate. A customer who asks about recording should get a clear yes or no, plus what happens to the recording.
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules, the terms of the product and a customer’s clear no.