Can You Record VoIP Calls

Record VoIP calls in the present-day technologically advanced world. All phone calls require exchanging important information that helps to give insights into the expectations a customer has. It is where call recordings come into help as they ensure that the businesses never miss out on any information that may give opportunities in the future.   

Yes, VoIP calls can be recorded. Recording VoIP phone calls is dependable and secure, as they are two-way audio recordings of a conversation in the cloud. This innovative technology has evolved a lot, which has made room for enterprise-grade call centers for everyday small businesses.   

 

VoIP Call Recording

Recording VoIP phone calls with VoIP Office communication software is easy as it is the right tool that uses cloud phone systems, which can be easily turned on for recording calls of a company at the group, enterprise, or individual level.    

The call recordings help maintain accountability for the verbal commitments made during a phone conversation, especially by the individuals, which helps recall all the details spoken during fast-paced conversations.     

Why Should Business Practice Call Recording?  

The service quality of the calls can be easily monitored, which in turn improves customer satisfaction. It helps in giving important references, especially during a dispute and also while training the new agent. Since call recording helps in providing power to the company teams that are into marketing, sales and customer support, A few important reasons for recording the business calls include,  

Justify Quality Standards    

Call recordings help supervisors/team leaders monitor their agents when they are conversing with customers. They assess whether their customer service agents are following company policies, point out important issues, and offer correct responses when solving issues during customers’ calls. This helps maintain service quality.  

Understanding Customers   

An important reason to record calls is that it helps intensify the approach to understanding customers. Companies can easily keep track of customers’ requirements regarding their expectations and behavior, along with other literate decisions related to product features, pricing, and others.    

Encourage Onboarding   

The new agents hired by the call centers get exposed only when they take onboard real-time calls from customers. Respective supervisors select the agents, train them, and teach them to greet customers, find answers to customer disputes, and transfer calls. Repeatedly listening to recordings of business calls with customers helps the agents become more effective when dealing with customers.  

Sort Disputes   

Customers’ disputes must be settled as soon as possible. The sales team and call centers record their business calls to clarify any misunderstandings and help settle all disputes quickly. Call recordings are sensitive matters, and they help minimize false claims and reduce the risk of lawsuits.  

Monitor Performance  

The business calls for monitoring the agents’ performance to ensure that they are following company policies to the evidence-based evaluations, help the managers oversee the problem-solving skills and give valuable feedback, which helps the employees identify areas of growth that can be worked upon.  

Different Types of Call Recording   

There are three types of business recordings, and each one serves various kinds of business needs. Different types of call recording are,  

Automatic Call Recording  

Automatic call recording has been merged with VoIP phone systems and call center platforms. The administrator can record all conversations automatically from selected phone numbers and different categories of users, both inbound and outbound.   

There is no requirement for manual intervention, and these recordings can be saved and used for further reference by date, user type, and agent name. They offer important insights into handling call rates, agents’ performance, and wait times that help in making knowledgeable master plans. Even the customer trends can be predicted, which gives an edge in the industry.  

Call Recording on Demand  

Unlike automatic call recording, on-demand call recording offers greater control during calls. Starting of the recording and stopping points can be manually done by agents. The agent can stop the recordings when the customer shares any sensitive information, like credit card numbers.  

Video Meeting Recording  

The video and audio feed from the online meetings are usually captured during video recordings. These recordings are typically done to record the interactions of the team and are used for future reference. These recordings are shared with the members of the team who were not able to attend the meetings, which ensures that the team is in sync even when they are on remote work.    

Understanding Legal Landscape   

Even though call recordings offer a number of benefits for businesses, there are many legalities companies have to consider. A few of them are,  

Permission for Recording   

Many companies must follow regional and local laws and inform the callers that their calls are being recorded. This could be intimated by giving audio prompts at the beginning of the call. Many businesses require verbal consent or even electronic acceptance of customers before starting the call recordings to avoid disputes.  

Limited Access   

To comply with regulations, call centers that record business calls must limit their access to sensitive data like customer’s credit card information, phone numbers, and other personal details. They should also monitor call recordings to determine whether they are mainly used to monitor quality, solve disputes, and other beneficial purposes.  

Data Privacy Laws Compliance  

Businesses should follow regional laws regarding data privacy and safety. The GDPR (General Data Protection Regulation) controls data privacy in Europe, and businesses must keep track of all the clauses regarding recording and storing business calls.   

Across Border Considerations  

When recording business calls with overseas customers, one must consider the legal terms of all the involved jurisdictions. Each overseas customer will have different requirements regarding privacy, consent, enforcement, and other legal matters.  

Employee Training  

The company’s must train its employees in effective productive techniques. They must educate employees regarding consent, notification, respecting caller preferences, and other related matters. Companies must also set standards and guidelines for employees to follow regarding business call recordings.    

Record Business Calls with VoIP Office  

VoIP Office is one of the leading VoIP phone communication systems with a call recording feature. Users can easily adapt to the features by configuring them according to their requirements, matching industry trends and specific business needs.  

The following are the benefits of using VoIP Office for recording business calls:   

• Recording video and audio calls quickly.   
• VoIP Office protects customer’s sensitive details.  
• Users will face restrictions when accessing call recordings.  
• Interactions with customers are logical and offer valuable insights.  
• Customer can easily pause & resume the recording as needed.  
• Customers can quickly & easily search call recordings.

VoIP Office complies with HIPAA, GDPR, and other data privacy laws. Therefore, using VoIP Office’s telecom communication services helps monitor the business’s performance, promote quality assurance, and obtain important understandings that help minimize legal risks.