A required disclosure is information that must be communicated to a customer during a call to satisfy a law, regulation, contract term, or internal policy. Common examples include call recording notices, identity verification statements, pricing or fee disclosures, and consent language.
Operationally, required disclosures matter because missing, late, or altered disclosures can create compliance risk, customer disputes, and rework. Contact centers typically define when the disclosure must occur (for example, at call start or before taking payment), what exact language is acceptable, and how it is documented in the call record.
Teams monitor required disclosures through call monitoring, QA scorecards, and automated checks to confirm the disclosure was delivered and understood. Clear scripting and coaching help agents deliver disclosures consistently without disrupting the conversation.
