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Call Recording 101: Everything Businesses Need to Know

Almost without fail, whenever you call enterprise-level businesses, you’re almost certain to hear some sort of disclaimer alerting you to the fact that your call is or may be recorded and that this is for quality assurance purposes?

Sound familiar? 

Call recording can be incredibly advantageous for a number of different reasons and for businesses of all sizes, regardless of what types of calls you’re recording. 

There’s a lot that you need to know about call recording before you get started though. It’s important to find a recording method that’s reliable and doesn’t impact your customers’ experience negatively, and it’s also essential to understand the laws surrounding call recording. In this post, we’ll look at all this and more so you’ll know whether it’s the right option for you and if so how to get everything up and running. 

Why You Should Use Call Recording 

Call recording has a clear, obvious benefit: you’ll be able to listen back to the recording at any time.

Plenty of people use call recording in order to monitor the quality of calls, randomly sampling different client-and-customer-service-rep calls to make sure that everything is up to standard and to look for areas that may need potential improvement. This is so valuable because it provides opportunities for both one-on-one feedback and overall company policies to be changed if needed.

There is also some legal protection involved when you record calls. As much as we don’t like to think about it, not all people are honest. Having the option to record calls and listen back holds both parties accountable and shows that your team was able to offer solutions that the client claimed was satisfactory at the time. You have proof of the resolution or the agreement.

This is valuable for important calls, too, whether internal or external. You can keep track of everything that’s discussed in the call, have proof of what was agreed upon in big negotiations, and even just have the information in case there’s something you can’t remember later on. This will save you and your customers time and help you look on top of everything, even if you have an off day.

How to Choose A Quality Call Recording Tool 

There are a ton of different call recording options available online, but they’re definitely not all created equal. Plenty require you to call, then start the app, then wait, and then start recording. This obviously can be a huge hassle, and it eliminates the potential to record incoming calls. Since this would likely include the vast majority of calls coming to your business, that’s the last thing that you need.

Other tools are consistently faulty and unreliable. Some will say they’re recording but then fail to actually save the recording. As someone who has done a lot of interviews with clients, this is a nightmare that I only had to experience once before I swore it would never happen again and looked for a higher-quality tool. 

Ultimately, you want to choose a call recording tool that is easy and convenient to use, that’s reliable, and that allows you to record both incoming and outcoming calls. Tresta happily offers reliable, high-quality call recording with all of our virtual phone numbers, and it comes as a native part of our app. The seamless integration will make it much easier to record all calls– incoming and outgoing– and you can rest assured that the audio file will be safe with us. You can learn more here

Call Recording Software

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 dial pad, 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.

Call Recording 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.

Call Recording with Tresta’s Virtual Phone System

Tresta’s virtual phone system includes call recording at no extra cost, with unlimited cloud storage for your recordings. 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.

If you’re already using Tresta, it’s easy to get started with call recording. To enable call recording in Tresta’s web app, 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.

How to Use Call Recording for Your Business

Make your products or services even better.

Customers provide a lot of insight about what works (and what isn’t working) for your product. Call recording allows you to gather this intel and use it to make improvements – a surefire way to retain customers.

Brainstorm remotely with colleagues.

Not every business has a brick-and-mortar location. More than ever, business owners are choosing to build completely remote teams. Whether you’re working from home or in an exotic location, call recording on a cloud phone system can be used to gather ideas from team meetings and turn them into action plans.

Interview thought leaders (or anyone) for your business blog or podcast.

If you have a blog for your business, you understand the value of including interviews on your blog. Whether it’s beloved customer or a thought leader, those posts create a sense of trust in your audience. But interviews are hard and misquoting someone could get you in trouble. Enter call recording – capture every word and every quote without missing a thing.

Take your customer service to the next level.

Whether you are a very small business of one or have a team of customer support agents, listening to recordings of customer calls can give you keen insight on where you can serve your customers better. Sometimes all it takes is one small tweak – a word change, a different greeting, a different offer – to make your service even better. Call recording gives you the option to learn in real time.

Streamline your sales technique.

Even the smallest of businesses has to do sales occasionally. Knowing what works and what doesn’t with your customers is an essential component of thriving. Phone call recordings can help you and your team assess the sales techniques that work best for your potential customers and increase your chances of closing more deals.

Say goodbye to scattershot marketing.

Do you do a lot of spaghetti marketing? In other words, are you throwing your noodles against a wall to see what sticks? Every business has a target audience. Some owners run their businesses for years assuming they understand exactly who their customers are and what their needs are, but making assumptions can be extremely costly. You may be missing an entire audience who would love your product. Listening to recorded calls from potential and current customers gives you greater clarity over where your marketing dollars should go.

Gather customer success stories to share.

Using positive customer reviews on your website, blog or social media is a boon for your business. Whether you provide a business service or a product, potential buyers are likelier to purchase a product after reading reviews: 40 percent of consumers form an opinion of a business after reading just 1-3 reviews. Using a call recording feature with a cloud phone system gives you the opportunity to capture those reviews and then share them with the world.

Analyze job candidate interviews more stringently.

The phone interview is a business staple. It allows human resources or anyone hiring to get a closer look at candidates for a position. Yet, if you’re in a rush to jot down notes, you could miss important nuances like a hesitation answering one of the questions. Recording phone interviews with potential job candidates is an awesome tool that allows hiring managers and owners recall the conversation and find the best person for the job.

Train employees on best practices.

Want your team to sound sharper, knowledgeable and approachable? Of course you do. Use call recordings to assess employee calls and train them on making their calls with customers or clients even better.

Forget the shorthand.

Say goodbye to scribbling as quickly as you can on a legal pad. The best thing, hands down, about phone call recording is the ability to leave the notepad behind. Any important details you could possibly miss are there for you to listen to at any time. Tresta offers unlimited storage for call recordings with their cloud phone system – pretty handy.

What Are the Laws? 

It’s important to acknowledge that there are both federal and, in some cases, state laws that cover call recording. We’ll go over the federal laws here, but check your state’s laws and see if there are any additional regulations that you should keep in mind.

Here’s the most important one, which it all really boils down to: You need permission of at least one party on the call in order to record it thanks to the “one-party consent law,” but it’s best to obtain consent or at the very least alert everyone on the call that it’s being recorded.

There are some circumstances when you’ll need to get permission from everyone on the call before recording. Two-party consent laws have been adopted in California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Montana, Pennsylvania, and New Hampshire. 

Though called “two-party,” you need to get consent from everyone. In some states, you simply need to alert people about the recording, but it doesn’t hurt to cover your basis and opt for a “Just so you all know, we’re recording this call. Is everyone here ok with that?” You can even offer to send the recording to all participants if they’re interested. 

In addition to federal law, thirty-eight states and the District of Columbia have adopted “one-party consent” laws and permit individuals to record phone calls and conversations to which they are a party or when one party to the communication consents. See the State Law: Recording section of this legal guide for information on state wiretapping laws.

Note that it is often actually illegal to record a call or private conversation if you don’t have consent and if you’re not a participant in the conversation. 

Call recording has so many advantages for businesses, being useful for everything from quality assurance to offering legal protection in some cases. As long as you’re following the recording laws that basically boil down to “obtain consent from all parties on the call,” you’ll be in good standing and be able to reap the benefits. Always remember to choose a high-quality tool like Tresta so that you aren’t at risk for losing recordings along the way.