The core of the rules
- A recorded call is a processing of personal data (the voice and what is said). The GDPR therefore applies.
- You must inform callers in advance that recording takes place and for what purpose. A spoken notice at the start of the call is the usual solution.
- You need a legal basis, and recording must be proportionate: do not record more or keep it longer than the purpose requires.
- Arrange internally who can access recordings and when they are deleted; that too is part of the GDPR obligations.
Please note: this is a practical summary, not legal advice. The full explanation is available from the Dutch Data Protection Authority (autoriteitpersoonsgegevens.nl); when in doubt, consult a privacy lawyer, especially if you want to use recordings for anything beyond the original purpose.
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
“Welcome to [company name]. This call may be recorded for training purposes. You will find more information in the privacy statement on our website.”
“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].”
“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.