Coaching Call Recordings FAQ

Purpose
This article explains how coaching call recordings work, how clients are informed, how recordings are used internally, and how coaches should respond to client questions or requests related to recordings.

Are coaching calls recorded?

• Yes. Coaching calls are recorded by default.

• Clients hear an automated notification at the beginning of the session when recording starts.

Will clients know they are being recorded?

• Yes. Zoom provides an automated message at the start of the call indicating that recording is on.

Do clients have a choice about recording?

• Yes. If a client asks not to be recorded, recording can be turned off for that session.

How are recordings used?
Recordings support the coaching experience by improving coaching quality through:

• Training and development

• Quality assurance

• Ongoing coaching effectiveness improvements

Recordings are handled in accordance with applicable data protection requirements.

Who has access to the recordings?
Access is limited to a small group of individuals whose roles are focused on:

• Quality assurance

• Training and development

• Coaching effectiveness and improvement

Recordings are not shared outside of these teams and are not shared with other coaches or coaching sales representatives.

Will recordings be used for training?

• Recordings may be used to inform training and coaching insights.

Can coaches access their own recordings?

• Not at this time.

• Access may be expanded in the future as tools and processes evolve.

• Currently, recordings are accessed only by designated quality and training teams.

What if a client asks for a copy of their coaching call recording?

• Coaching call recordings are internal tools used exclusively for quality assurance and coach development.

• Recordings are not shared with clients.

• There is no SOP to release recordings externally.

Approved responses when a client requests their recording

• “Great question. Our recordings are used internally to support our coaches in their own development. This is part of how we stay committed to excellence. Since they are specifically for that purpose, we keep them in house. If there is something from our session you want to revisit or capture, I am happy to help you with notes or key takeaways.”

• “We record calls purely for quality and coach development. They are internal training tools, so we are not able to share them. If there is anything specific you would like to remember or revisit from our conversation, I am happy to help with that.”

What you need to do as a coach

• Coach as you normally do.

• Be prepared to explain the automated recording message if a client asks.

• Know how to turn recording off if a client requests it.

• Do not offer or share recordings with clients.

How to turn off recording if a client asks

If you are using Zoom Meetings:

• Locate the Record button in the Zoom toolbar.

• Click Stop Recording.

• Confirm verbally with the client that recording is off.

If you are using Zoom Phone:

• During the call, locate the Record button in the Zoom Phone call controls.

• Click Stop Recording.

• If you do not see the option immediately, click the More menu to locate it.

• Confirm verbally with the client before continuing the session.

Important clarification:

• Some phone systems use keypad commands such as *9 to stop recording.

• Zoom Phone does not support keypad or star code commands for recording control.

• Recording must be stopped using the on screen Zoom Phone controls.

Reminder for coaches

• Recording can be turned off per session at a client’s request.

• Recording may be turned back on in future sessions unless the client requests otherwise.

• If a client asks at the start of the call, stop recording before proceeding.

What to say to clients

If a client asks why the call is being recorded:

• “Coaching calls are recorded to support the coaching experience by improving coaching quality through training and development.”

If a client asks not to be recorded:

• “Absolutely. I can turn recording off for this session.”

If a client asks whether recording changes the coaching:

• “No. My focus is fully on supporting your goals and progress.”

Client requests for recordings and privacy considerations

• Recording requests may raise privacy considerations depending on the client’s location.

• It may be unclear at the time of the request whether a client has rights under specific state privacy laws, including California.

• Our standard and initial response is that coaching call recordings are proprietary information.

• Recordings are maintained for internal and archival use only.

• We do not provide copies of recordings to clients.

• If a client submits a formal or legal request for a recording, that request will be reviewed and addressed on an individual, case by case basis by the appropriate internal teams.

Working with Deaf clients and reasonable accommodation

• Coaching services must be provided to Deaf clients when requested.

• Not providing coaching would be considered discriminatory.

• We are not required to use the client’s preferred method of communication in all cases.

• We are required to provide a reasonable accommodation.

• If the client’s preferred accommodation is comparable in cost and feasibility to other available translation or support options, it may be used.

• The requirement is to provide an appropriate and reasonable accommodation that enables access to coaching services.

Final note
This initiative supports long term coaching quality, coach development, and consistency while protecting client trust as the coaching program continues to grow.