Call recording

What is call recording and what’s it for?

Call recording is the process of capturing audio from telephone conversations and storing it as a digital file. A good call recording solution can help your business unlock more insights and value from the many customer calls you receive every day.

Gathering customer insights

Firstly, call recording allows you to gather customer insights. By reviewing recorded calls, you can gather accurate customer feedback about your products and services. This allows you to better identify pain points in the customer experience, which you can then work to iron out.

Coaching agents

Call recording is also incredibly useful when training new hires in your contact centres or onboarding new team members.

You can use recordings of successful calls as an example of customer service best practices (or use less successful calls as an example of what not to do).

Compliance

Depending on the industry you’re operating in, you may be required to provide notifications about data being collected or notify customers that the call is being recorded for compliance purposes under UK law.

Being able to prove that laws regarding customer consent and notification were followed can be beneficial in the event of a legal dispute. A call recording can act as proof that you took all the necessary steps and followed all the applicable guidelines to remain compliant.

How call recording works: Do you need a standalone app?

There are different ways to record phone calls, including using call recording hardware for landline phones or the native call recording features available on most mobile phones.

There are also plenty of third-party phone call recording apps available for both computers and mobile devices. The most efficient way to record calls, however, is directly through your business phone system or cloud communications provider.

Because most modern phone systems are designed to work in the cloud, there’s no need to invest in extra hardware to practise call recording. You can simply use the built-in call recording features to record calls right from your communications solution’s app screen.

This means there’s no need to switch between apps on your phone when you want to record a call. You can simply start or stop recording with the tap of a button, from within the same app that you use to make and receive calls.

Dialpad, for example, offers an automatic call recorder built-in to both its contact centre and collaboration platforms. It can be easily set up and gives you full control over when and how to record calls.

What’s more, you can easily find your call recordings—along with call logs and voicemails—right in your inbox in the Dialpad app.

More than a basic call recorder app

Easy, efficient call recording is just one of the many helpful features available with Dialpad.

How to record a phone call with Dialpad

Now that you know about the benefits it can bring, you might be wondering how to record phone calls with Dialpad. It’s quite simple:

Recording phone calls

First, you or your admin need to have enabled call recording for your office.

Once that’s done, all you need to do is hit the “Record” button during an active call to begin call recording.

Hitting the “Record” button again will stop the recording, as will ending the call.

If the “Pause Recording” setting is checked, agents will also be able to stop and start recordings as necessary.

Recordings are automatically converted into MP3 audio files, which can be found under the “Recordings” tab in your Dialpad inbox. Each recording is labelled with the caller’s name and the call’s duration.

You can play recordings from within your inbox, or download them to your Google Drive or Dropbox. Backup copies will also be waiting for you in the cloud should you need them.

Automatic call recording

Alternatively, your admins may set up automatic call recording, which removes the need for agents to manually record calls. The only exception is when a call is transferred to another agent; in this scenario, the transfer recipient would need to manually start a call recording.

You can set up automatic call recording for your mainline, or by department or office:

To enable automatic call recording for your contact centre, head to your Admin Settings, then follow these steps:

1. Navigate to Ai Contact Centres

2. Select the desired contact centre

3. Select Advanced Settings

4. Navigate to Automatic Call Recording and Transcription

5. Choose what calls you'd like to be automatically recorded (inbound, outbound, or both)

6. Choose if you'd like to record the agent's screen

7. Choose if you'd like the agent to be able to pause the recording.

Call recording greetings

You can use a call recording greeting to inform callers that their call may be recorded.

A range of pre-made greetings are available, but you can record or upload a custom greeting instead, if you so wish.

Recording conference calls

Conference calls can be recorded in much the same way as phone calls—all you need to do is hit the “Record” button:

Once your meeting has ended, the recording will be available from the conference summary for everyone who participated in the call. You can even share the recording through a link, which is helpful for updating employees or other stakeholders who couldn’t attend the meeting, but still need to stay in the loop.

Business call recording can improve performance and customer experience

Call recording is a must-have tool for anybody who does business over the phone.

Whether you’re looking to improve the performance of your outbound sales teams or boost the customer satisfaction scores for your contact centres, call recordings can provide you with the valuable insights or training tools necessary to do just that.