How to Access and Utilize Call Recordings

Call recordings provide valuable insights into customer interactions, enabling teams to identify trends, customer preferences, and areas for improvement in communication or service delivery. They also serve as a reliable reference for verifying details discussed during calls, reducing the risk of miscommunication. Additionally, call recordings are excellent tools for training and quality assurance, allowing supervisors to evaluate employee performance and provide targeted feedback for improvement.

📌Note: To access call recordings, first ensure that the Call Recording feature is enabled for all applicable numbers. Follow the steps outlined in the How To Enable Call Recording article if you have not already enabled the feature!

Finding Call Recordings Under Contacts

Head to the Contacts > Smart Lists section of your account to begin, then select the desired contact from the list. 

If the contact is not immediately visible, use the search bar to locate them by entering a unique identifier such as their name, email address, or phone number.

Once the contact is located, click on their name to open the conversation timeline where all interactions are logged. Scroll through the timeline to locate any call recordings. These are marked for easy identification.

📌Note: The conversation timeline displays the most recent activities at the top. Therefore, the recording will be the first item visible in the timeline if a call was recently made.

1. Play: Click the play button on a recording to listen to it directly within the CRM.
2. Audio: Mute the audio as needed.
3. Playback Speed: Control the playback speed for optimal listening.
4. Download: Download the recording for external use.

Recordings can be similarly accessed through the Conversations tab.

Finding Call Recordings Under Call Reporting

Navigate to the Call Report tab within the Reporting section to view multiple recordings in a centralized location.

Here, you will find a log of the latest phone calls, including details such as the date, caller's name, phone number, call status (answered or missed), first-time caller status, and call duration.

Click the play button to listen to the recording associated with a certain call. 

By leveraging recordings, teams can gain insights into customer behavior, refine communication strategies, and ensure accuracy in details. Regularly reviewing these recordings also plays a crucial role in quality assurance and employee training. Be sure to enable the call recording feature and follow the steps outlined to easily access and manage your recordings for continuous improvement.

Frequently Asked Questions

Q: I can't find a specific call recording. What should I do?

• Ensure you have the correct date range or contact name. If the recording is still missing, verify that call recording is enabled for your account.

Q: Can I share a call recording with a team member?

• Yes, call recordings can be downloaded and shared. However, ensure you comply with privacy laws and company policies regarding call recording and sharing.