Call Recording System

Just ask our customers!

7,000+ companies trust Aircall's VoIP call recording system to enhance the performance of their agents.

Frequently asked questions

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  What is a call recording system?

  
  A call recording system records phone conversations over a Voice over IP (VOIP) system or a PSTN (Public Switched Telephone Network) into an audio file format. You can retrieve, playback, store, and share call recordings. At Aircall, our call recordings are handled over VoIP.
  

  
  Businesses typically use this software for employee training, maintaining service quality, consistency standards, and marketing research. With Aircall, the service requires no additional installation or cost and is accessible through the admin settings of your dashboard.

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  How does a call recording system work?

  
  Admin Users can access call recording options through the Aircall dashboard at any time. On the dashboard, select the phone number you would like to activate the feature for. Then turn the function on for either inbound calls, outbound calls, or both.
  

  
  For both incoming and outgoing calls, you can choose whether all calls associated with the number will start recording automatically, or your agents can pause or start recording manually directly in the phone app. Before activating this feature, check whether recording calls is legal in your country of residence.
  

  
  All call agents who have the feature activated on their account can listen and download the conversation through the Aircall Phone application or your connected CRM. You can also download the call recordings individually or in bulk, and save them to your computer.

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  What are the benefits of a call recording system?

  
  Call recording software can improve the consistency and quality of your team's service, resulting in increased customer satisfaction and retention.
  

  
  During training sessions, call recordings can be used to demonstrate examples of effective and ineffective call techniques. Walk trainees through different scenarios, give them helpful context, and prepare them for various situations they may encounter over the phone.
  

  
  While Aircall provides note-taking features on the web and mobile interface, call recording means they don't have to make the caller wait while they write down a phone number or email. Instead, agents can concentrate on being present for the prospect or customer on the other end of the line. Your representatives will never miss out on an important detail ever again.
  

  
  Automatic call recording can also protect your company in case of customer disputes. Having a full history of the conversation makes it easier to clarify any confusion and take the appropriate next steps. Depending on what country you are based in, it may be a legal requirement to state at the beginning of the call that the conversation will be recorded.

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  How do I record a call automatically?

  
  Aircall is set up to record calls automatically, but you can customize the features in the admin settings. Only Aircall admins can activate or deactivate automatic call recording, but individual users can simply toggle a switch in the Aircall app to pause or enable call recording manually for each call. To access automatic call recording for both incoming and outgoing calls, follow the instructions in the Aircall Knowledge Base.
  

  
  On the dashboard, you can choose whether the call begins to record automatically at the start of the call or allow the user to start, pause, and resume the recording. This feature can come in handy if the customer is sharing sensitive information and does not want to be recorded. The option to pause calls preserves customer trust and upholds privacy standards. You can test out this feature when you schedule a free demo with us.
  

  
  Once the call recording feature is activated, it affects all users or teams assigned to the line's call distribution. Support teams with this feature activated will be able to listen and download call recordings within the phone application associated with that phone number.

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  How can I listen to old call recordings?

  
  Call recordings are automatically saved to your connected CRM, but you can also export them from our dashboard. Once you have activated the call recording feature, all agents who have a number with the feature activated have access to listening and downloading recordings from the Aircall app.
  

  
  To listen to your call recordings:
  

  
  - Open the Desktop or Mobile app
  - Go to the History section
  - Click on the call
  - Open call details
  - Click play and listen to the recording
  

  
  You can also export an individual’s call data, including all their call recordings, from the analytics section in the Aircall dashboard.