Does SAS have to record my calls?
The upfront greeting on your account serves two main purposes. The first is to ensure that your company name is introduced with the correct pronunciation, and the second is to let the caller know that calls are recorded. Many clients appreciate the convenience of listening to call recordings in their online portal. Call recordings are a great backup in the event that call details are unclear, and they are also an important tool that SAS uses to monitor operator performance.
That being said, for businesses or industries handling sensitive issues, such as criminal law, whistleblower hotlines (e.g. Sarbanes-Oxley, SEC, FDA, OSHA), anonymous tip lines, workplace misconduct hotlines, or even some medical practices, stating that calls are recorded may be a deterrent to keeping a caller on the line. Therefore, SAS offers the option to turn off the call recording feature. If you would like, you can retain an upfront greeting on your line, and we would definitely recommend this for companies with challenging names. The greeting will exclude the language regarding calls being recorded.
Note that because the SAS call center is located in Sacramento, California, a two-party state, legally, we cannot record your calls without informing the caller.
When making the decision to remove call recording from your line, keep the following in mind:
- You will no longer be able to listen to calls in your web portal. The speaker icon will still be displayed in the portal as well as the SAS mobile app. Clicking on it will play a default recording stating that your call is in the process of being downloaded, but there will be nothing to download.
- In the event that your messages contain incorrect, incomplete, or confusing details, we will not be able to troubleshoot the issue or address the operator without a recording to reference.
If you would like call recording turned off, please contact our Customer Service team, and we'd be happy to take care of that for you.
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