Austria
Sweden
United StatesCall recording
What exactly was agreed in that call last Tuesday, how did the new team member handle that complaint and did the customer actually confirm the order or not? Without a recording you’re guessing, but with a recording you have the answer within seconds.
CallFactory automatically records your incoming business calls and stores each recording securely, then you find them through the dashboard by searching on number, date or time and play them back straightaway. You use the recordings for team training, quality monitoring, dispute resolution or simply as a reliable record of what was actually said.
- Automatic recording of incoming calls
- Search and play through the dashboard
- Download recordings or retrieve them via the API
- Set retention periods according to your own policy
See how call recording works
Benefits of recording calls
See how our smart tools help your team work more efficiently, save valuable time and noticeably improve how your organisation communicates.
Train and improve
By discussing real recordings in team meetings you see exactly what went well and what could be better, where nothing works better for learning than listening back to a real call.
Resolve disputes
When a customer claims something different was agreed, the recording provides proof, so you don't have to have a he-said-she-said argument but can simply listen through the call together.
Monitor quality
Are your team members following the script, does the tone sound professional and is the right information being given? The recording gives you an objective answer to each of these questions without you needing to sit beside your people.
How call recording works
Once you switch on the feature, every incoming call to your CallFactory number is automatically recorded, with both sides of the call captured in a single audio file. You hear both the caller and your team member without needing an app, microphone or extra hardware, because the recording happens on CallFactory’s side.
The recordings are stored securely and accessible through the dashboard, where you search by phone number, date or time to quickly find the call you need. Play it back straight through the browser or download the audio file to your computer. If you need the recordings programmatically, the API lets you automatically transfer them to your own systems.
Training and quality monitoring
Call recordings are among the most effective training tools available, because your team hears real calls instead of role-plays with made-up scenarios. A team leader picks three recordings from the past week and discusses them in a meeting, so the team learns from real objections, real complaints and real successes.
Quality monitoring works on the same principle. If you outsource calls to an external contact centre or work with a large team, you use recordings to check whether calls are being handled to your standards. Are callers being greeted well, is the right information being given and are compliance procedures being followed? You don’t need to sit beside every agent, because the recordings give you the complete picture.
Dispute resolution and compliance
Business calls often come with commitments—prices that are mentioned, delivery dates that are confirmed and terms that are agreed. When a dispute arises weeks later, memories diverge, but a call recording provides an objective record of what was actually said and resolves disagreements quickly and professionally.
For organisations in regulated sectors, call recording can even be a compliance requirement. Financial services, insurance, healthcare and law firms often need to keep records of phone calls for a fixed number of years, and CallFactory stores your recordings securely and lets you set retention periods that match your regulations.
Retention periods and storage
You decide how long recordings are kept by setting a retention period that fits your organisation, from a few days to several months. Once the period expires, the recordings are automatically deleted, so your storage stays clean and you find it easier to comply with data protection regulations.
If you need a specific recording that you want to keep longer than the standard period—for instance as evidence in an ongoing dispute—you download it before it expires. The API also lets you automatically archive recordings to your own storage, so you keep a permanent copy on your own terms.
Included with every number
Call recording is included with every CallFactory number, where depending on the retention period and storage volume, a small additional charge may apply for extended storage.
Learn more about other features
Discover more features designed to enhance your business communications.
API integrations
Tell us what you need, we build the endpoints. Our private API lets you integrate CallFactory telephony into your own software — no generic library, no guesswork, no wasted development time.
Calendar-based call routing
Automatically route calls based on your schedule. Office hours, rotating shifts, holidays, and on-call rosters — calls always reach the right person at the right time.
Call filter
Block unwanted callers, allow only authorised numbers, or reroute specific callers to different destinations. The call filter keeps your business lines open for the calls that matter.
Call recording—frequently asked questions
Find clear answers to questions about call recording and how it works in practice for your organisation.
Yes. Both the caller and your team member are recorded in a single audio file, so you hear the complete call.
No. The recording happens on CallFactory’s side, so you don’t need an app, microphone or extra hardware on your end.
You log into the dashboard, search by phone number, date or time and play the recording straight through the browser. You can also download it as an audio file.
You set the retention period yourself, after which recordings are automatically deleted once that period expires. Specific recordings you need longer, you download before they expire.
In most European countries including the UK, you may record a call without notice as long as you’re a party to the call, so recordings of incoming customer calls are generally permitted. Transparency is still good practice, where a brief message such as “This call may be recorded for training and quality purposes” is often set as a welcome message. Always check local regulations and your data protection obligations for the exact rules in your country.
Yes. Through the API you retrieve recordings programmatically and store them in your own systems, such as an archive, a compliance environment or an internal application.
No. There’s no time limit for individual recordings, so even long calls are captured in full.
Yes. Call recording works on any CallFactory number, whether it’s a UK or international number.
Call recording is included with every CallFactory number, where depending on how long recordings need to be kept, a small additional charge may apply for extended retention periods.
