VoIP Call Recording is an important but sometimes underrated feature. Many managers are turned off when they hear that we have call recording capabilities. They don’t want to sit there and listen in on their employees’ conversations, or have them think that they do not trust them. But, those reasons are not why millions of businesses around the world utilize call recording. You can better your business, support your staff, and keep training simple by using call recording on your CallHarbor VoIP phone system. There are many important reasons why you should be using call recording, and we’re going to take a look at a few.

Set Up VoIP Recording In the CallHarbor Customer Portal

Setting up our call recording feature is done with ease through the Customer Portal. You can simply log into your portal to enable (and disable) call recording for specific users, ring groups, or call queues. If you want to enable call recording for every user on your account, that option is available as well.

You also have the option to record calls on the fly. To start recording on a call, you can simply dial *1 while on the call. There will not be any indication or announcement, so the other party will not know you are recording unless you notify them verbally. Dialing *1 at any time on a call will prompt a start recording event. To stop the recording, dial *2 while on the call. Again, there will not be any indication, but dialing *2 will prompt a stop recording event.

How do I find a call?

On the main menu click on the call history icon(1). This will open up your call history. By default, it will show you every call made today, but you can change this by clicking on the filter button(2).

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This will open the call history filter window. This allows you to change what calls are displayed. You can change the date range (1). limit it based users, department, or site (2). You can filter by caller number for calls that originate outside your system (3) and by the number dialed as well(4). The drop box at the bottom lets you see only inbound, outbound or missed calls(5).

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How do I listen to a call recording?

When you find the call you want to listen too you just need to press the Speaker button.

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How do I download a call?

To download a recording to your computer you need to press the download button.

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How long are recordings kept?

Recordings are kept for 30 days. To keep recordings for longer you will have to download them to your own storage, or pay a small additional charge for more storage.

You can find more easy to digest answers to questions like the ones above on our support/knowledge page!

4 Reasons Why Your Business Should Use VoIP Recording

1. Enforce Sales & Customer Service Best Practices

Call recording gives sales and customer service managers invaluable insight into calls. Having the ability to listen to call that your business representatives are answering is important. By reviewing these calls, managers can see how each rep is handling questions, and listen to what callers say in response. With communication details like these, managers know which reps are implementing specific policies for interacting with customers, and which reps need further training and development.

2. Train Reps on How to Successfully Interact With Callers

By regularly listening to call recordings, managers can sift through good and bad calls to use for examples. They can save calls that show reps skillfully answering a caller’s question or enacting customer service best practices. Managers can use these real-life interactions when onboarding new hires or providing further training to current employees. These reps can listen to the actual calls as they happened and learn how to best respond in these types of situations.

3. Resolve Disputes With Customers

Call recordings can be the perfect go-to evidence for times when potential conflicts arise. If there is an unwanted situation between your customers and your business, you’ll want it solved quickly and accurately. By accessing the recording and listening to the conversation as it occurred, your business executives can know exactly what was said between the call rep and the customer. They can then use this information to successfully resolve the conflict and regain trust.

4. Comply With Industry-Specific Laws

Many industries, like medical and legal, are bound by specific laws that compel privacy, security, and confidentiality of patient or client data. By reviewing the calls that your staff is making and receiving, administrators can be sure that all applicable rules and regulations are being strictly followed during phone conversations. You can also quickly provide these recordings to legal authorities should the need arise.