Google Bans Call Recording: Will It Impact Your Sales Calls?

Source: Vic_B from Pixabay

A new Google policy is set to eliminate third-party call recording apps from the Play Store on May 11. The mandate restricts applications from tapping into the Accessibility API, used for recording calls. Google states, “The Accessibility API is not designed [for] and cannot be requested for remote call audio recording.” This comes as a means to tighten security and prevent illicit recordings.

However, there are exceptions to the call recording app ban. Device-specific dialer apps with native call recording, such as Google Phone and Samsung’s phone application, are not covered by the policy.  Prior to the new policy, Google banned call recording for earlier Android versions, as reported on Reddit. On Android 6, call recording had already been blocked, and likewise the microphone call recording on Android 10. This has led developers to leverage the Accessibility API for their apps to function until the new Google policy takes effect.

In addition to the ban, Google will prevent apps from using the Accessibility API to change user settings without consent, alter user interfaces, and bypass Android privacy controls. Moreover, app developers are compelled to document their use of the API on Google Play.

In a webinar hosted by Google for developers, one of the moderators said that they are avoiding the consentless recording of calls, which may violate privacy laws. Google advises developers to add a disclaimer and require consent prior to recording. The company also suggests finding a different means of recording calls.

A Stifling Development?

While the call recording ban safeguards privacy, it potentially stifles certain business aspects. The new policy limits the options for recording remote meetings and events. Similarly, operations dependent on VoIP platforms will be forced to rely on desktop apps and platforms from other sources. Meanwhile, individual Android consumers might be compelled to download apps from untrusted sources or migrate to a competitor altogether.

However, the business landscape will not be too shaken by the ban. After all, 77% of digital conference attendees leverage desktops instead of phones (31%). Many of the leading business phone software carry tools for recording meetings and events. They also have collaborations solutions that enable multiple conference attendees to annotate information during and after meetings. Furthermore, some video conferencing solutions offer private rooms that allow presenters to exchange information prior to presentations. These exchanges are recorded by the software.

Leveraging Desktop VoIP Solutions

As far as sales calls are concerned, businesses can leverage desktop business phone systems. A lot of these platforms are equipped with recording tools for calls placed or received on the interface. Some even automate the recording process to ensure that every interaction is documented.

Additionally, call recording isn’t totally banned on Android. Salespeople performing fieldwork can still use the pre-installed phone apps and similar applications for recording calls since they are unaffected by the Google policy. They can also download the Google Phone app if their devices’ default recorders lack the necessary functionality. Thankfully, many of these default phone apps are constantly updated and upgraded by their developers.

Although Google’s new policy doesn’t entirely affect sales calls, it underscores an important aspect of recording communications: consent. At the end of the day, giving call recipients agency on whether their interactions should be recorded is not only good business practice but also the ethical thing to do.