# Setting a Call Recording Policy per Department | CallCeptor > What to settle with compliance before recording website calls: which desks record, how consent is shown, how long recordings are kept, who can listen. Source: https://callceptor.com/guides/call-recording-policy/ ## Setting a call recording policy for each department What to settle with compliance before recording website calls: which desks record, how consent is shown, how long recordings are kept, who can listen. 30 September 2026 · 6 min read · By [the CallCeptor team](https://callceptor.com/about/#team) Recording every website call sounds safe, and recording none sounds simple. Neither survives contact with a firm that has a dealing desk, a sales team and an investor relations function on the same site. This guide lists the decisions to make, per department, before you switch recording on. It is a checklist, not legal advice. Your obligations depend on your registrations and your regulators' current rules, so settle each point with your compliance officer. ### 1. Which departments record? Most firms end up with three settings: - Always on for desks where clients may give instructions, such as dealing or client support for existing clients. - On with consent for sales and advisory conversations with prospects. - Off for teams like investor relations or careers, where recording adds little. ### 2. How is consent shown? On a website call you can show the notice before the call starts, in the pre-call form, instead of reading it out. Write it in plain words ("This call will be recorded for quality and regulatory purposes") and make the visitor tick it. If they decline on a consent-only desk, the call can still go ahead unrecorded, or you can offer a callback. ### 3. How long are recordings kept? Set retention per department, not firm-wide, so a dealing desk rule doesn't force you to keep years of sales calls you don't need. Write down who decided each period and why. Then decide what happens at the end: deletion should be automatic, and logged. ### 4. What overrides deletion? A dispute, complaint or investigation means some recordings must be kept past their normal period. You need a legal hold that can be placed per call or per client, that nobody below compliance can lift, and that the deletion job respects. ### 5. Can you prove a recording wasn't altered? If a recording ends up as evidence, you will be asked whether it could have been edited. Two things help: a cryptographic hash stored when the recording is made, and write-once storage that prevents changes for the retention period. Export should include that hash and a record of who accessed the file. ### 6. Who can listen? - Agents: usually their own calls only, or none. - Supervisors: their team's calls. - Compliance: read-only access to everything, including the audit log. Every playback and download should be logged with who, when and why. ### 7. Where are recordings stored? Ask your vendor where recordings, transcripts and backups physically live, and where the encryption keys are held. For most Indian financial firms the expected answer is "India, for all of them". CallCeptor lets you set each of these per department. See how on the [security and compliance page](https://callceptor.com/security/). Written by the CallCeptor team, who build browser calling and call routing for Indian financial firms. Product details reflect what CallCeptor does today; anything on the roadmap is marked as such. This guide is general information, not legal or regulatory advice. Spotted a mistake? [Tell us](mailto:support@callceptor.com?subject=Correction%3A%20Setting%20a%20call%20recording%20policy%20for%20each%20department). See [how we write](https://callceptor.com/about/#editorial). ### More guides - [What is browser calling, and how does a website call actually connect?](https://callceptor.com/guides/what-is-browser-calling/) - [Click-to-call vs a phone number, WhatsApp or a contact form on a financial website](https://callceptor.com/guides/click-to-call-vs-phone-whatsapp-forms/) - [How to add a click-to-call button to WordPress, Wix, Webflow, Shopify or any website](https://callceptor.com/guides/add-call-button-to-website/) - [What happens when a desktop visitor clicks your phone number](https://callceptor.com/guides/tel-links-on-desktop/) - [Routing website calls by page: a setup for a firm with five desks](https://callceptor.com/guides/route-website-calls-by-page/)