Call recording
What call recording is, what it's used for, and what to settle before you switch it on.
The short answer
What is call recording?
Call recording is saving the audio of a phone call so it can be played back later. Businesses record calls to check what was agreed, settle disputes, train staff, review quality and keep records. Recording can run automatically on every call or be started on demand. The law on recording calls varies by country and state: in some places one party's consent is enough, in others everyone on the call must agree, so check the rules that apply to you.
How it works
The phone system, the answering service or an app on the phone captures both sides of the call and stores the audio file, usually in the cloud, linked to the caller's number and the time. Most systems now add a transcript, so you can search recordings by what was said instead of listening to each one.
Example
A customer insists he was quoted a lower price for a garage door repair. The owner finds the call by the customer's number, plays the part where the price was discussed, and settles it in two minutes, without an argument about who remembers it right.
What it means for a small business
Say in your greeting that calls are recorded, decide who on your team may listen, and keep recordings only as long as you need them. With Daber AI every call is saved as a recording, a transcript and a summary. Access to recordings is controlled by role, separately from access to transcripts, and there is an anonymization flow for erasing a caller's details on request.
Questions
Do I have to tell callers the call is recorded?
It depends on where you and your callers are; the rules differ by country and, in the US, by state. Telling callers in the greeting is the simple way to stay on the safe side everywhere.
How long should I keep call recordings?
As long as you have a real reason to, and no longer. Some industries have their own record-keeping rules, so check yours. Recordings hold personal details, so fewer old recordings means less to protect.
Call the agent now
A real call, not a recording. Exactly what your callers would hear.
Have the agent call me
Leave a number — the agent calls you in under a minute.
Updated: