What is Call Recording?

Call recording is your business’s ability to record a voice conversation over an audio source. Active calls or conference calls can be recorded and then stored as a digital file to be transcripted or listened to at a later stage. Call recording is also known as phone recording or voice logging.

How Does Call Recording Work?

Call recording works with the addition of hardware and software that taps into phone lines and records the conversations. The digital file is stored for playback or to generate a transcription. Your business needs will determine the type of call recording solution that will work best. Variables include the calling method, the number of users, and whether they are in one location or multiple. Legally, you cannot record a call without notifying participants. The recording can be set to start automatically or will be initiated manually by the agent or employee. In most options, your chosen interface will allow you to activate the recording feature. There are numerous call recording solutions on the market, and not all will be installed, as we have mentioned above.

Benefits of Call Recording

The ability to listen to and review calls offers a variety of business benefits: 

• Problem-solving: Records of interactions between employees and customers assist in conflict resolution. 
• Quality service: If you knew someone was listening to your every word, you’d conduct yourself professionally. In the same way, call recordings encourage employees to remain professional, even if customers address them with hostile behavior.
• Client satisfaction: Logging and filing calls that relate to one client assists your company in referring to conversations in question, be it for clarification or legal defense.
• Practical training: New staff often need to be monitored to ensure a united brand philosophy. While in training, monitoring calls will enable supervisors to check-in and assist/correct trainees where necessary. 
• Legal compliance: Many businesses need to align with state law, and by recording calls, you will be able to protect your company if there is a dispute.

Who Should Use Call Recording?

Most businesses will benefit from using call recording functions for the reasons mentioned above. For some, it is a non-negotiable tool to provide quality service: 

• Government and public safety organizations (911) use it to record incidents and responses.
• Banks, insurance companies, trading floors, and public service organizations are required to meet compliance regulations, and recording their calls is non-negotiable.
• Contact and call centers should make use of call recording for quality control and data capturing.