Now, if they happen to need (or want) the conversation out of their ‘training archives’, then they just happen to have it. And, are legally covered for taping it.

I’ve requested a number of times to not have my conversation taped, but was told it was ‘procedure’. This ploy, as far as I can tell, means management doesn’t want the customer service rep, or you the customer, to have authority to turn it off. I never really pushed the issue, but may have to in the near future.

Telling them that you will be recording the conversation as well is an interesting spin that I missed, or never gave too much thought, but I may have to try that as well.

While this tries to qualify with “quality and coaching purposes”, I think that *me* recording the call to guarantee *their* quality is perfectly within this phrasing.

Heck, you might even be able to convince a judge that this phrasing *gives the explicit suggestion* to record the call “for quality purposes”.

That’s pretty clear.

However, I know someone who works for a major computer manufacturer as a CR agent. In their training, CR agents are told that if a customer says, “I am recording this call,” the agent must say, “I do not give you permission to record this call.”

It’s quite clear why they don’t want these things recorded — they don’t want customers to have proof of things that were said or promised in the phone call, to use in court.

I work for a company that manufactures those recording systems. I think in most cases, “may be monitored” is legalese for “is being recorded, and we can decide to listen to it at our discretion.” Also be aware that the systems are designed to archive those recordings to NAS or DVDram drives, so your conversation can be saved nearly indefinitely.

As for giving you the right to record back, as long as you have a disclaimer as well, you’re okay. (IANAL) Be aware, also, that some states require no disclaimer, as long as there is an audible tone indicator. (If you hear a beep every 30 sec or 1 min, you are probably being recorded)