Choosing a new phone system? Read our page on phone systems for small business, or get a quote.
On most current business phone systems, call recording is included as standard rather than sold as an extra. So before you start recording, decide which calls you need to keep. Then check where they will be stored and who can listen.
This guide is for businesses setting up call recording for the first time, or reviewing how they already use it.
Start with why you are recording
Your reason determines the setup. You might need recordings to train new staff or check what was agreed when a customer disputes something. Your industry may also expect you to keep records.
For training, you may only need to record calls from a few people. If you think your industry expects records to be kept, ask your own adviser which calls and for how long. Recording everything just in case means somebody has to manage all that sensitive audio. Often, nobody listens.
Automatic or on-demand recording
Our hosted phone system can record calls automatically or on demand. We can set up automatic recording for calls between staff, calls with people outside your business, or both. Staff can record a call on demand by dialling *1.
If you are comparing systems, check which recording options they offer and whether staff can stop a recording themselves.
Where the recordings are kept
Where recordings end up depends on the system, and it tends to be assumed rather than agreed. Ask where yours will be stored, and get the answer in writing.
Ask any provider:
- where the recordings are physically stored
- how long they are kept, and whether you can change that
- what happens when the storage fills up
- how you get them out if you change providers
Our hosted platform runs on Amazon Web Services infrastructure in Sydney. The platform's location does not settle where the recordings and any backups sit, so ask about those directly. If you handle health records, legal files or anything else with a data residency obligation, get every supplier's answer in writing. If you are moving providers, our guide on what to back up before a VoIP port out covers recordings and the other data that can be left behind.
Who can listen
A recorded customer call can contain names, addresses, payment details and health information. Decide who needs access. For training reviews, consider whether a manager needs every recording in the business. Ask whether you can limit access by role and see who played or downloaded a recording.
If staff take card payments over the phone, ask how recording is handled during that part of the call. It is an easy gap to miss.
Finding the call you need
Check how you will find a recording when you need it. Can you search by date, number, extension or queue? In a dispute, you will usually know roughly when the call came in and who took it. Test whether those details are enough to find it quickly.
What it costs
Many current systems include call recording, though some providers still sell it per user as an add-on. Ask before signing. Ask too whether storing recordings costs extra, how much storage is included, and what happens when you reach the limit. Our page on VoIP costs covers what else affects a phone system quote.
Tell callers, and check your obligations
Call recording is regulated in Australia. The rules that apply depend on your situation. A recorded message telling callers the call may be recorded is common, but it does not replace checking your obligations. Get advice for your business before you switch recording on, especially if you work in a regulated industry.
Before you switch it on
- Write down why you are recording, and which calls.
- Choose automatic or on-demand recording.
- Set how long recordings are kept, to match your obligations.
- Limit who can listen.
- Add a recorded notice if your advice says you need one.
- Test that you can find a recording and play it back.
To talk through recording for your business, contact us with the phone system you use now and what you need the recordings for.