Sales Director
VoIP call recording is seen as essential by many businesses that rely upon it for compliance purposes, but it can also bring a host of other benefits beyond preventing legal headaches. In this guide to VoIP call recording, we explain what it is, how it works and the service that T2k provides to its clients.
Compare Business Phone Systems
Call recording gives a business the ability to record voice conversations that happen through the company's phone system. Typically used for compliance or employee training purposes, active calls, including internal calls and conference calls, can be recorded and listened back to at a later stage. Today, most if not all of the best business VoIP services will include call recording, so you're somewhat spoilt for choice.
The ability to listen back to calls provides a variety of business benefits:
Call recording gives a business the ability to listen back to calls made and received by employees for training purposes. This allows the business to highlight examples of great performance, along with showing where that individual might need additional support or direction.
If you knew that someone was listening to your every word, you're more likely to conduct yourself professionally. In the same way, call recordings encourage employees to remain professional, even if a customer is being hostile.
VoIP call recording provider you with an accurate record of conversations between your employees and customers, which can then be used to help settle disputes and disagreements.
Many businesses, especially those in financial services, need to record calls for regulatory compliance such as for MiFID II.
T2k's business VoIP call recording service has been developed specifically for our hosted VoIP platform Gamma Horizon and is available as a bolt-on service on a per-user/per month basis. Managed through a web portal, our platform allows users to record inbound and outbound calls for a variety of purposes.
In addition to the actual content of the call, there is a variety of additional metadata which will be collected including:
In the 'History Tab' within the platform, an audit of user activity performed with the recording is kept. It's here you'll find details of who's accessed the recording and when including key information such as their IP address.
To allow for the ease of finding calls, T2k's VoIP call recorder allows you to search for calls with any combination of a number of metadata fields:
MiFID II is regulation which applies to businesses and persons offering financial advice and transactions. It mandates that all calls relating to financial advice or subsequent transactions have to be recorded and stored for a period of up to 7 years.
T2k's VoIP call recorder is both MiFID II and BS10008 compliant, meaning recordings are admissible in a UK court of law. In addition to this, T2k's platform is ISO270001 compliant, ISO22301 compliant and Cyber Essentials certified.
T2ks business call recorder is packed full of useful features which make collection, management and retention of calls a breeze.
As we've already pointed out, T2k's cloud-based call recorder is MiFID II compliant, so it's the perfect fit for anyone working in financial services that is required to record their calls from a compliance perspective.
Call recording is set up for a user, so a user with multiple telephone numbers will have all of their calls recorded under a single subscription.
Call recordings are stored using AES-256 bit encryption in our private datacentres. No is hardware installed on-site, everything is hosted securely in the cloud.
The retention period is the amount of time T2k will store your call recordings in the cloud, starting on the day the call is made. Choose from:
At the end of the retention period, calls will be automatically deleted.
T2k's business VoIP recording service allows administrators to set when calls should and shouldn't be recorded at a user level. Options include:
With multi-level access permissions, which are configurable by the global administrator, you can control which users have access to each recording.
A web-based dashboard with advanced search functionality allows you to find calls using a combination of metadata, such as user, time and date, destination telephone number and more.
All user interaction within the portal is audited and downloadable, so you can see exactly who has listed to which calls and when.
Fast playback in all major browsers with adjustable speeds and no need to install any plugins.
Quickly and easily download single or multiple calls in MP3 format. For example, choose to download all calls within a set time range, or for a particular user.
T2k delivers a high-quality service to thousands of people every day. All of our team are based in the UK and we pride ourselves on providing a personal service to every customer we work with. To speak to a VoIP expert about your requirements, please get in touch.
Having worked for T2k for nearly 25 years, it's fair to say that Lee is an expert when it comes to all things telephony and business communications. Overseeing the commercial side of the business, he has helped the company evolve and grow through the decades. In recent years, and with the advent of VoIP and hosted telephony, Lee has made sure that T2k is at the forefront of technological developments. With a firm interest in helping businesses navigate the world of telecoms, Lee is responsible for the majority of the content on this website.
