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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.

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. 

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 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.