Call recording protects your business and improves your team — for quality, training, and resolving "who said what" disputes. But it has to be done properly under Malaysia's data-protection rules. Here's why and how to record calls the right way.
Why record calls
- Quality & training — coach agents with real examples.
- Dispute resolution — a clear record of what was agreed.
- Compliance & verification — capture consent and instructions where needed.
PDPA & consent
Under the Personal Data Protection Act, recordings of identifiable people are personal data. Best practice is to notify callers that the call may be recorded (a short greeting or IVR message), record for a clear purpose, and store recordings securely with controlled access.
On-demand vs always-on
| On-demand | Always-on | |
|---|---|---|
| How | Agent starts recording when needed | Every call recorded automatically |
| Best for | Selective, privacy-sensitive cases | Collections, sales, full QA coverage |
Retention & security
Keep recordings only as long as you need them, set a retention policy with automatic deletion, restrict who can listen, and store them securely. This keeps you compliant and reduces risk.
Where it's used
Recording comes with the Managed PBX, Contact Centre and Dialer. Outbound teams should pair it with the wider compliance rules.