How to tell customers a call is recorded: ready phrases and what to say if they object
Sado AI team · · 5 min read
In short
Tell the customer the call is recorded in one short line at the start: “This call is recorded for quality purposes.” On an incoming call, say it after the greeting and the company name. On an outgoing call, first say who you are and why you’re calling, then give the notice. Use the customer’s language. If they ask you not to record, don’t argue: explain why you record, or offer a written channel. Uzbekistan has a law on personal data, so check the exact rules with a lawyer.
Why say it up front
Many companies record calls: to check quality, to remember what was agreed and, in a dispute, to know who said what. If the customer knows from the start, there is no “you recorded me behind my back” complaint later.
One open sentence builds trust: the customer sees the company works in an orderly way. Recordings hold personal data such as names, phone numbers and addresses. Uzbekistan has a law on personal data, so go over your rules with a lawyer once.
When to say it: incoming and outgoing calls
- Incoming call: greet, name the company, then give the notice. For example: “Assalomu alaykum, Nur Optika, this is Malika. This call is recorded. How can I help?”
- Outgoing call: first who you are and why you’re calling, then the notice: “You left a request on our website yesterday. This call is recorded; do you have two minutes?”
- If your phone system plays a greeting or hold music, add the notice there. Then staff don’t have to repeat it every time.
- When a call is transferred, the notice at the start is usually enough. If recording only starts with the second person, they should give the notice themselves.
Ready phrases in Uzbek and Russian
| Situation | In Uzbek | In Russian |
|---|---|---|
| Short, incoming | «Suhbatimiz yozib olinadi.» | «Разговор записывается.» |
| With the reason | «Xizmat sifati uchun suhbat yozib olinadi.» | «Для качества обслуживания разговор записывается.» |
| Outgoing | «Suhbatimiz yozib olinadi, gaplashsak bo‘ladimi?» | «Разговор записывается, вам удобно говорить?» |
| Order or payment | «Kelishuvni aniq yozib qolish uchun suhbat yozib olinadi.» | «Чтобы точно зафиксировать договорённость, разговор записывается.» |
Keep it short. A long legal text tires the customer and makes the call formal from the first second. Keep the tone plain too: don’t apologise; the notice is simply how you work.
If the customer says “don’t record me”
It’s rare, but have the answer ready. Don’t argue: explain the reason first, and if they still object, give them another way.
Sado: Assalomu alaykum, Baraka Mebel, this is Shohruh. This call is recorded.
Caller: Why do you record? I don’t want that.
Sado: I understand. The recording is only there to get your order right, and only the sales team listens to it.
Caller: I still don’t want it.
Sado: All right. Then send your question to our Telegram; I’ll text you the address. Or come to the shop and we’ll sort it out there.
Caller: Fine, I’ll write on Telegram.
Sado: Thank you, I’m sending the text now. Have a good day!
Put it in your internal rules: what staff say and which channel they offer when a customer objects. Ask your telephony provider whether your phone system can switch recording off for a single call.
Write down what you do with recordings
- Why you record: quality, disputes, training new staff.
- Who listens: for example, the head of the team and the quality checker, not every employee.
- How long you keep them: set the period in advance and delete after it.
- Who deletes a recording when a customer asks, and within how many days.
When a customer asks “why do you need a recording?”, staff answer from this list. The answer is then the same and honest every time.
How it works with an AI operator
If you want, Sado’s AI operator says at the start of the call that it is recorded. You can switch this on or off. It works on incoming calls and on outgoing calls, and the operator speaks Uzbek and Russian.
Every call’s recording and transcript are in the Sado portal. Keys are stored encrypted, data is kept for a limited time, and you have the right to have it deleted. More answers: frequently asked questions. To hear how it sounds, try it live or call 78 778 01 23.
Questions
Do we need the customer’s consent to record a call?
It depends on the purpose of the call and the law: Uzbekistan has a law on personal data. The simple way is to say it openly at the start and offer another channel if the customer objects. Ask a lawyer for the exact rules.
Do we have to say it on every call?
Yes, once at the start of every new call. Regular customers too: they don’t remember which calls are recorded.
Does the AI operator say the call is recorded?
In Sado it’s a setting: switched on, the operator gives the notice at the start of the call; switched off, it doesn’t. The recording and transcript are in the portal either way.