California has come up with a law that hurts the very people it says it is protecting by making it difficult to record call center transactions. Penal code 632 of California law says
(a) Every person who, intentionally and without the consent of
all parties to a confidential communication, by means of any
electronic amplifying or recording device, eavesdrops upon or records
the confidential communication, whether the communication is carried
on among the parties in the presence of one another or by means of a
telegraph, telephone, or other device, except a radio, shall be
punished by a fine not exceeding two thousand five hundred dollars
($2,500), or imprisonment in the county jail not exceeding one year,
or in the state prison, or by both that fine and imprisonment. If the
person has previously been convicted of a violation of this section
or Section 631, 632.5, 632.6, 632.7, or 636, the person shall be
punished by a fine not exceeding ten thousand dollars ($10,000), by
imprisonment in the county jail not exceeding one year, or in the
state prison, or by both that fine and imprisonment.
This is part of a more bewildering law
Penal Code 630-638 that seems to be designed to make it exceedingly difficult to do business in the state.
The challenge for business owners is they need to record calls for many reasons such as quality control and government compliance. Now, it is potentially illegal to record such calls without the consent of the caller.
Then there is the importance of keeping a record of all calls for the caller's own protection.