Call recording helps you train staff, settle disputes and improve customer service. In the UK it is allowed for business purposes, as long as you tell callers and look after the recordings properly.
Benefits
- Training: real calls are the best coaching material.
- Disputes: a recording shows exactly what was agreed.
- Quality: spot common questions and fix the cause.
- Compliance: some regulated sectors must keep records of calls.
UK rules in brief
- Tell people. Let callers know calls may be recorded, usually with a short message at the start and a line in your privacy notice.
- Have a reason. Record for clear business purposes such as training, quality or record keeping.
- Protect the recordings. Recordings are personal data under UK GDPR: limit who can access them and delete them when no longer needed.
- Do not record card details. Pause recording while taking payment card numbers, to stay within PCI DSS rules.
This is a summary, not legal advice. If you work in a regulated sector, check your specific obligations.
How it works on VoIPer
Recording can be switched on for selected users or all calls. Recordings are stored securely and can be searched, played and downloaded from the online portal. See call recording.