Recording and testing notice

This page explains how ThinkCalling test calls work, and what a business should tell its staff before one is arranged.

Current status

Live test calls are switched off. No call is placed to any business number, so no call is recorded at the moment. Simulated tests are not calls. They generate a transcript and report inside an account.

Before any live call is offered

• A business must confirm in writing that it owns or controls each number to be tested.
• The pilot terms will say how the caller presents itself. The software does not yet enforce how it answers a direct question about being automated, so that behaviour will be tested before any live call.
• Recording, transcript and retention arrangements will be published on this page before any live call.
• The business is responsible for telling its staff that tests may happen. Suggested wording is below.

Suggested staff notice

“We take part in quality checks of how our phone enquiries are handled. Some calls to our business number may be automated test calls, which are recorded and transcribed to help us improve. Test calls are arranged with us in advance. If you have questions, please speak to your manager.”

Businesses should check the notice and the approach with their own employment or legal adviser before use. ThinkCalling is not giving legal advice about this.

Legal advice

We will obtain legal advice on the lawful basis for call recording, and on the rules for automated calls, before live calls are offered.