"Measuring what marketing has brought in the most enquiries has proved vital to us as a business."

Coventry Motor Group

Call Recording FAQ's

Q1: Who is outbound call recording aimed at?

A: Outbound call recording is primarily a business focussed product and not suitable for use by consumers. Business use is recommended for sales training, customer service, sales order clarification, legal issues and order clarification.

Q2: What is involved in the set-up?

A: The admin team will add the new numbers to your account. All you have to do is add your sales agents as users to the system, allocate them with a telephone number and inform them of those numbers. The number can be programmed into the speed dial to enable one button activation.

Q3: How soon after the call comes in can I listen to the recordings?

A: Each call can be listened to fifteen minutes after it has taken place.

Q4: Do I have to inform the person I am calling that the call is being recorded?

Not unless you intend to share the recording with a third party. A message on your website advising that your company uses call recording will suffice.

Q5: How long are the recordings stored online?

A: Each recording will be stored on your account for one month. If you wish to keep the recordings for longer you will need to advise us.

Q6: How can I listen to my outbound calls?

A: By logging in to the secure online reporting and clicking on the call you wish to listen to. The call will be played through your speakers.

Q7: Can I forward my recordings to colleagues?

A: Yes, just save the recording as a wav file and forward it in this format.

Q8: How do I start recording an outbound call?

A: Simply type in the number you have been allocated on your keypad and the call will be recorded. For speed of use, pre-program this number into your telephone memory

Q9: Do I have to inform my employees that we are recording all in and outbound telephone calls?

A: Yes. It is best to communicate this in writing, informing the employees of the benefits that call recording will bring to your organisation.

Q10: Can I pause a recording if someone wants to give credit card details or other sensitive information?

A: Yes. During a call if you input 00 then the call recording (but not the call) will cease. To get back to recording you will need to press any key.

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