Recording business calls in Nepal: telling callers and keeping recordings
Recording calls is useful. You can settle “I was told a different price”, check how a new staff member handled a complaint, and read what was asked. But a recording is a person’s voice and sometimes their account details. It deserves some care.
Tell the caller
Say it at the start: “This call is recorded to help us serve you.” One sentence. It is fair to the caller, and it is the habit most privacy rules assume. Nepal’s Privacy Act, 2075 protects the privacy of a person’s communications, so do not record silently.
With an AI agent the same applies. The greeting can include the line, so the caller hears it every time.
Decide what you keep
- A purpose. Training, disputes and quality checks are reasons. “Just in case” is not.
- A period. Ordinary calls for a few months, disputed calls until the matter closes.
- A deletion step. Old recordings should go on schedule, not when someone remembers.
Who gets to listen
A recording on a shared drive can be copied by anyone with the link. Better:
- Give access by role, such as manager or compliance.
- Keep a log of who played what, and when.
- Search transcripts first, so fewer people need to hear the audio.
Sensitive moments
Callers sometimes read out card numbers, citizenship numbers or medical details. Decide in advance what your staff or agent should not ask for over the phone. Anything not collected cannot leak.
A short checklist
Does the caller hear the notice? Do you know why you record? Is there a deletion date? Do you know who listened last week? If any answer is no, fix that before adding more recordings.
Questions people ask
Do I have to tell callers I am recording?
It is the safe and fair practice. Nepal's Privacy Act, 2075 protects the privacy of communications, so say it at the start of the call. Ask a lawyer about your sector.
How long should I keep recordings?
Only as long as you have a reason. Many businesses keep ordinary calls for a few months and keep disputed calls until the dispute is settled.
Who should be able to listen?
Only the people who need to, such as a manager or compliance officer. Access should be logged, not shared by file.