With VoIP, call recording is a feature that is much easier to implement and manage than it ever was with analogue systems. As VoIP is a digital technology, it is simply a matter of making sure you know which calls you want to record and making sure that you have available capacity to catalogue and store the recordings.
Of course, you will still need to ensure that you comply to all the rules and regulations regarding call recording and retention of records. You will also need to ensure that recordings of voice calls are held securely and can’t be accessed by unauthorised personnel.
These two elements, rather than the recording of voice calls itself, are the most complex elements of VoIP call recording, which is why a third-party specialist supplier is often the best option to take, although VoIP providers will also offer call recording options.Back to top
Can you record VoIP calls?
Yes, it’s easy enough and on most conferencing and VoIP platforms there will be an option to record a conversation. Of course, unless you have the express permission of the other party or parties, that should only be for your own use. Quite reasonably, you may want to listen back to what was said later when making notes or preparing follow-up correspondence.
But if you want to do things properly, you should use the voice recording options offered by your hosted VoIP services provider or a third-party specialist supplier of voice recording software.Back to top
Why would you record VoIP calls?
There are many reasons why you might record phone calls. If you have every called a large organisation like a bank or an insurer, you will be all-too familiar with messages telling you that the call may be recorded for training purposes – and there is no reason to dispute these assertions. Of course, the calls may also be recorded as a form of protection against any subsequent dispute or issue – and that’s another good reason why you might want to record calls.
These days, confidentiality, and compliance to industry regulations – especially in areas such as financial services – are vitally important.
Companies often use voice recording to help refine their approach to customers and ensure they are giving the best possible responses and good customer service. If a particular issue keeps arising or being reported by agents, you can listen back to calls to check on exactly how it’s being brought up and discussed.
With some services, it’s possible to apply analytics to recordings to understand the best approach and pick out key words and triggers that lead conversations in a particular direction. With artificial intelligence systems now much more widely available, this kind of functionality is likely to become more commonplace in over the next few years.
You may also simply want to record calls for your own purposes, to listen back to later when you are preparing a response, or if you want to revisit a particular section of the conversation and make certain you have understood the meaning conveyed.Back to top
How do you record VoIP calls?
If you have a call recording option available, you may be able to record calls automatically, randomly, or manually. You can decide on what you want to record and don’t want to record and why. If you are recording calls selectively, it’s very easy; when you want to record a call, you will simply hit a record option.
If recording is automated (whether you are recording every call or a random selection), once sit is set-up, that will just happen. You would though, have to know what you plan to do with those calls; how you will listen back and /or analyse their content and take appropriate action.Back to top
Managing compliance and data protection
Another factor you do need to be aware of are the laws governing compliance, privacy, and data protection. You may need to provide an appropriate notification that calls may or will be recorded. You may need to have the capability to locate specific calls that involved a named individual and erase them on request. And you will also need to ensure that calls are stored securely and in such a way that they cannot be easily accessed by anyone who is not authorised.Back to top
Storage, indexing and retrieval of voice recordings
Clearly, you will need some way of storing, indexing, and retrieving recordings – indeed, you may have quite specific requirements in this respect. VoIP providers who offer voice recording and specialist third party providers of recording software will be able to provide this functionality and talk you through all the options.
You will, of course, need to allocate storage capacity to store the voice recordings and decide for how long you want to retain them before they are archived or deleted. Voice calls don’t take up much disk space, but if you are recording scores, hundreds, or even thousands every day, you will need to look at capacity requirements carefully. The disk usage soon builds up.
You will also need to have appropriate protection against the loss or corruption of recordings, and to ensure they are safe and secure. Storage and security are areas in which comms and IT cross-over, so you may need the people who are responsible for both these areas to work together on this aspect of VoIP call recording.Back to top
VoIP call recording software
As we have already noted, some VoIP providers will offer call recording and it may be included as part of the overall package. If you need to record calls, this can be a good option. Others will work with a recommended specialist supplier for voice recording.
If you have more specific needs or need the service to be tailored in some respect, you may be better off working with a specialist third-party provider of call recording software. There are a number of established players in the market. There will of course, be an additional, ongoing cost for VoIP recording, but if it is something you need to do, you should make sure you look at all the options and decide on which one is best-suited your needs.Back to top