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Call Recording: Everything You Need To Know

We’re fairly certain you know what call recording is. However, you might not know exactly how useful it can be for your business—there are numerous applications and benefits, some of which might surprise you.  

We’re here to tell you exactly why you should be recording your business calls. We’ll also go over the various ways to implement call recording and how it works in Tresta.

How can you benefit from recording business calls?

Here’s just a few of the ways:

  • A legal safety net: It’s always good to have backup. Maintaining a record of every phone call your business is involved in can save the day in the event of a billing issue or dreaded legal dispute. It’s much easier to deal with a disgruntled customer claiming “I never agreed to this!” when equipped with a recording of them doing just that.
  • An ever-growing library of training tools: “This call may be recorded for quality and training purposes.” Sound familiar? Analyzing past calls allows you to identify what does and doesn’t work, where your customer service can improve, and provides a wealth of real-world examples to use in training. It doesn’t hurt to keep a record of a happy customer’s compliments, either.
  • A reference that’s easy to access: Do you find yourself scrambling to scribble down notes during important phone calls? Whether it’s with a potential new hire or the client you need to impress, you can focus all of your attention on the conversation and reference the recording afterwards to get the details you need.

The applications are everywhere: Record interviews. Improve your sales calls. Learn more about your clients. If you’re not recording your business calls yet, it’s time to start.

How can I start recording calls?

First—the legal concerns

Before you start recording your phone calls, it’s important to be aware of the relevant laws. United States federal law requires that at least one party be notified of the call recording, while some states require both parties be notified. These “two-party states” are California, Florida, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, Pennsylvania, and Washington. It’s important to note that despite the term “two-party state”, laws in these states specify that all parties involved be notified in the event of a call involving more than two parties. However, for business purposes (and general courtesy), it’s a best practice to announce to both parties that the call is being recorded.

Here is an excellent in-depth resource explaining the laws involved—published by actual lawyers!

Call recording apps

There are dozens of call recording apps for both Android and iOS. Many are free, though you’ll almost certainly have to pay for access to the most useful features. Because Apple of and Android’s built-in security systems, these apps work in a way that can seem roundabout at first:  Some work by allowing you to place the call from the app rather than your phone’s built-in dialpad, while others have you essentially place a conference call between yourself, the recording app, and the person you want to talk to. Recordings are saved in the app and can be stored and shared via tools like Google Drive or Dropbox, though this is usually a paid feature.

Hardware

If you prefer to do things old school, call recording hardware does exist. There are recorders that connect to a phone’s headphone jack to record audio, but these tend to be more expensive, and the last thing most people want is more hardware. Unless you’re using a landline phone, apps are the cheapest and simplest option.  

Virtual phone systems

Virtual phone systems like Tresta usually feature call recording at no extra cost. If you’re using one of these systems, call recording is as easy as enabling it in your system’s settings. Systems like these usually include cloud storage capacity for audio files like recordings and voicemails, so accessing and sharing them is simple.

Call Recording in Tresta

To enable call recording in Tresta, first go to the Phone Numbers section in your Settings. Find the phone number whose calls you want to record and click the Edit button in the top-right corner. From there, just toggle the Call Recording button to “ON”. Then, select a recording notification: either the built-in default or upload your own notification in the Recording Notifications tab in Settings. Finally, select your subscribers—they’ll be able to access and download call recordings from their web or mobile app.

Accessing them is even easier. Click the Recordings tab in the top menu, where all recordings you’re subscribed to are stored. Search for a recording or use the filters to find the one you’re looking for, then listen to it, delete it, or download it as an mp3.
 
This post is part of our series on Tresta features. Click here for the rest of our Tresta feature guides!