Does the caller have to give consent?

It depends on where your caller is. Under federal law one party's consent is enough, and in a business call that party can be you; several states require everyone to agree. Since you cannot know where someone is calling from, announcing it at the start is what most businesses do: then it is settled either way. Which of the two rules applies to you is a question for your attorney.

Does this also apply if I only record occasionally?

Yes. The rules are about the recording itself, not about how often you do it. One recorded call already counts.

Does my privacy statement need updating too?

Yes: it should state that you record calls, for what purpose, how long you keep them and what rights callers have. The spoken notice then refers to it.

Recording phone calls: the required notice

Many businesses record phone calls for training or as proof of agreements. You can, but not in secret: the person on the other end has to hear it up front. Here is what that notice should say, with example scripts.

Why businesses announce it

Federal law allows a call to be recorded when at least one party to the conversation consents (18 U.S.C. § 2511(2)(d)). Several states go further in their own laws and require every party to agree.
You cannot see where your caller is. That is why a business that records announces it at the start of every call: then it is settled, whoever is calling and from wherever.
Say what the recording is for, and do not record or keep more than that purpose needs.
Agree internally who may listen to recordings and when they are deleted.

Please note: this is a practical summary, not legal advice. Recording rules differ per state and change over time; the federal rule cited above is 18 U.S.C. § 2511(2)(d). We do not list here which states require all-party consent, because that depends on your specific situation. When in doubt, and especially if you want to use recordings for anything beyond the original purpose, ask your attorney.

What the notice should contain

That recording takes place, before the conversation properly starts.
For what purpose: training, quality improvement or documenting agreements. Name the real purpose, not a catch-all.
Where the caller can find more information, for example the privacy statement on your website.

Example scripts

1. Short (for the welcome message)

“Welcome to [company name]. This call may be recorded for training purposes. You will find more information in the privacy statement on our website.”

2. Complete

“Welcome to [company name]. To train our staff and improve our service, this call may be recorded. Recordings are treated confidentially and deleted after [retention period]. Want to know more? See the privacy section at [website].”

3. With an alternative for those who object

“Welcome to [company name]. This call may be recorded for quality purposes. Rather not? Please say so to our agent at the start of the call, or ask your question by email at [email address].”

Put the notice in the right place

The notice must play before the substantive recording starts: practically, right in or after your welcome message, before the menu or the queue. Most businesses simply combine it with the welcome message; that is one recording and covers every incoming caller.

"This call may be recorded": what are you required to announce?

Why businesses announce it

What the notice should contain

Example scripts

Put the notice in the right place

Frequently asked questions

Have your recording notice professionally voiced