Call recording

What is call recording?

Call recording refers to the digital recording and storage of telephone conversations in contact centers. This technology is used to improve service quality, meet legal and regulatory requirements and for internal training and quality control.

Modern call recording systems increasingly offer additional functions such as speech analysis, automatic transcription and AI-supported evaluation. This provides valuable insights into customer interactions that help to optimize processes and increase customer satisfaction.

What is call recording used for?

Call recording supports companies in many different areas. In the contact center environment in particular, it provides greater transparency, control and learning opportunities. Typical application scenarios include:

• Quality assurance: analysis of call progress and service performance

• Training and coaching: use of real examples for the further development of agents

• Documentation: traceability in the event of complaints or grievances

• Compliance: fulfillment of industry-specific requirements and standards

What functions do modern call recording systems offer?

In addition to pure call recording, many systems enable further evaluations and automation. Frequently used additional functions are:

• Transcription: automatic conversion of speech into text

• Speech analysis: Recognition of tonality, keywords or conversation patterns

• Filter and search functions: Quickly find relevant recordings

As personal data is collected when recording and processing telephone calls, companies must meet special data protection and information security requirements. As a rule, transparent communication with callers is required – for example, by providing a clear message at the beginning of the call. In addition, sensitive data should be stored in encrypted form and only made accessible to authorized persons.