Why You Need Call Recording and How to Use It

To collect data about customer interactions, companies use various methods. When the main communication channel is the phone, one of the key tools for storing and analyzing this information is the call recording service.

Call recording not only helps monitor how employees in customer support, sales, or other departments perform their duties, but also serves several other important purposes described below.

In this article, using the example of the KOMPaaS.tech Virtual PBX, we’ll look at how call recording works, its features and settings, and the business benefits of using this function.

What Is Call Recording?

Call recording is a service that allows you to save incoming and outgoing calls in audio format through a Virtual PBX.
There are three types of call recording:

1. Scenario-based call recording
   When recording is enabled in a call scenario, recording begins as soon as the call enters the scenario – regardless of whether recording is enabled for the queue or the subscriber number.
   
2. Queue call recording
   Recording begins when a call reaches the “Queue” element and is independent of the recording settings for specific subscriber numbers.
   
3. Subscriber call recording
   This type of recording is configured for specific internal or external subscriber numbers.
   

In addition to recording conversations, the system can capture the entire call route – including voice greetings and any actions the caller performs in the IVR menu.
How to configure call recording is explained in the next section.

Features of KOMPaaS.tech Call Recording

To use the service, you first need to activate call recording and then enable it for specific subscribers, queues, or scenarios.

All recordings are stored in your personal account, displayed in a dedicated tab as a list. The list includes attributes such as:

• Date and time of the call
  
• Call type (incoming or outgoing)
  
• Originating number
  
• Destination number
  
• Waiting time
  
• Call duration
  
• Call status (answered, missed, or dropped)
  

You can listen to, download, and search recordings, as well as filter them by date, subscriber type, and other criteria.
All saved recordings are available for playback in MP3 format.
The retention period for recordings on the server can be configured – from 1 day to an unlimited duration.

Recordings use disk storage space. If necessary, additional storage can be purchased without interrupting the call recording process.

Benefits of Call Recording

The call recording feature provides a wide range of advantages that can significantly improve operations and customer service quality. Let’s look at the key benefits:

1. Improved Customer Service Quality
   Recordings allow for a detailed analysis of employee interactions with customers. This helps identify communication strengths and weaknesses, provide constructive feedback, and conduct training.
   As a result, service quality improves and customer satisfaction grows.
   
2. Dispute and Conflict Resolution
   Call recordings serve as a reliable source of information in case of disputes. When disagreements arise, you can review the recording to clarify details.
   This enables quick, objective conflict resolution and minimizes potential negative consequences.
   
3. Compliance with Standards and Regulations
   In certain industries – such as banking and finance – recording phone conversations is a regulatory requirement.
   Automated call recording simplifies audits and helps demonstrate compliance with industry standards.
   
4. Improved Internal Communication
   Recordings can enhance coordination between departments.
   For example, the sales team can share call recordings with the support team for better insight into customer needs and issues, promoting more cohesive teamwork.
   
5. Process Analysis and Optimization
   Call recordings contain valuable data – such as frequently discussed topics, call duration, and sales script effectiveness.
   This helps identify bottlenecks and make informed decisions to improve performance.
   
6. Training New Employees
   Recordings serve as excellent training material for new team members.
   They can listen to real conversations, study various communication scenarios, and learn from best practices, speeding up onboarding and skill development.

Conclusion

The call recording feature is not just a tool for monitoring conversations – it’s a powerful resource that enhances customer service quality, operational efficiency, and business security.
Implementing this feature helps streamline internal processes, improve staff performance, and increase overall customer satisfaction.