Business call recording, set up for a clear reason

Training tends to land better when it relates to conversations your team recognises.

A suitable recording can help managers and colleagues discuss whether the customer’s question was understood, how clearly information was explained, whether the correct process was followed, how a difficult situation was handled and where more knowledge or guidance may help. It is just as useful for pointing to calls that went well.

One call rarely gives the full picture. Managers should consider the type of enquiry, the caller’s behaviour and the information available at the time.

Most customer calls are straightforward. Some are not. Your team may occasionally receive threatening, abusive or inappropriate calls, and a recording can help the business understand what happened and decide what support or action is needed.

That should sit alongside a clear internal policy. Your team should know when they can end a call, how to report unacceptable behaviour and where to ask for help.

ChromeX records calls made over your internet connection, so VoIP call recording is built into the business phone system rather than bolted on with separate hardware. There is nothing extra to install at your premises.

Recordings are held in a 90-day rolling archive. Further storage options may be available where you have longer retention or industry requirements, and we’ll confirm the licences, storage periods and costs before you commit.

Your setup will need to cover which people or numbers are recorded, whether incoming calls, outgoing calls or both are included, who can listen, how long recordings are kept, whether some calls need different treatment and what happens when payment information is discussed.

The available options depend on the licence and recording service being used. We’ll explain the setup in plain English before recording begins, and you can see the wider phone system features if you want the full picture.

Recordings may contain personal, commercial or sensitive information. Access should be limited to people with a genuine reason to listen.

That might be a manager reviewing a complaint, a team leader supporting a colleague, an authorised person checking an agreed detail, someone investigating a reported incident or a member of staff responsible for an industry requirement.

Chrome can explain the available technical permissions and set them up for you. Your business remains responsible for deciding who should have access and how recordings may be used. Where access control matters to you, it is worth looking at it alongside your wider cyber security arrangements and Cyber Essentials if you hold that certification.

Your business should agree the purpose of recording before the service goes live.

You will also need to consider which calls need recording, how callers will be informed, how your team will be informed, who can listen, how long recordings are kept, how requests for recordings will be handled and when recordings should be deleted.

A message at the start of the call can tell callers that recording is taking place. Further privacy information may also be needed to explain how recordings are used. Your team should understand why calls are recorded and how the recordings may affect them.

Chrome can help with the phone announcement and the technical setup. Your business remains responsible for meeting its data protection, employment and industry requirements, and legal or compliance advice may be needed. We’re happy to explain what the technology can do, but we cannot advise on whether your intended use meets your obligations.

Tell us if your team takes card payments during recorded calls.

Payment card information brings further security and industry requirements. The recording setup may need a different approach so that sensitive card details are not stored.

We’ll explain the technical options available through your phone service. Your payment provider or compliance adviser should confirm which approach is right for your business.