Recording calls helps you coach agents, resolve disputes and understand customers. It also comes with responsibilities. These practices help you get the value without the risk.
Get consent right
Recording laws vary. Some places allow recording when one party to the call consents (one-party consent); others require everyone on the call to agree (all-party consent). Several US states, for example, require all-party consent, and many countries have data-protection rules that also apply to recordings.
- Tell callers at the start that the call may be recorded, and why.
- When calling across borders or states, follow the stricter rule.
- Give people a way to object where the law requires it.
Record only what you need
- Turn recording on for the extensions and campaigns that need it — not everything by default.
- Avoid capturing sensitive data such as full card numbers. Pause recording or use a secure payment line for those moments.
Store recordings securely
- Limit who can listen and download.
- Set a retention period and delete recordings when it ends.
- Use secure links rather than sending audio files by email.
Make recordings useful
- Review a sample every week per agent — a few calls is enough to spot patterns.
- Use a simple scorecard: greeting and disclosure, discovery questions, handling objections, next step agreed.
- Share great calls with the team; they teach faster than any script.
- Search by outcome — reviewing unanswered, busy and short calls shows where the process breaks.
Keep the audio clear
Recordings are only as good as the call. Good headsets, a wired connection and correct firewall settings matter as much for the recording as for the conversation.
On ReachMeLine you can enable recording per extension and play or download each call from the Recordings page, filtered by extension, status and date.
