Call Recording

Want to review past calls to better understand customer interactions and improve agent performance? Use our Call Recording feature to replay customer calls in the control panel. By recording business calls, your business can not only improve quality assurance and customer experience but also:

• Reduce business and personal liability
• Record transactions and maintain compliance
• Integrate recording with any operating systems
• Improve overall customer service

What is Hosted Call Recording?

Call recording is a cloud telephone feature that enables you to record your incoming and outgoing calls automatically. You can activate this feature for any of your business phone number lines. Once activated, you can record all calls made to your selected number and save the file to revisit at a later time.

The United World Telecom Hosted Call Recording feature lets you record inbound and outbound business calls through the Control Panel. Automatically record up to 100% of the call traffic received on the selected number by default or adjust the settings to record a smaller percentage of calls. For example, you can record 10% of inbound calls, where 1 in every 10 calls received will be recorded. Then, you can download the recordings to hear at another time.

Advantages of Recording Business Calls

So, how can your business benefit from recording calls?

• Improve customer service training and quality assurance
• Monitor and evaluate campaign ROI
• Collect valuable sales training material
• Improve staff performance reviews and monitoring
• Record transactions
• Reduce business and personal liability
• Maintain compliance with regulations
• Reduce errors and improve quality
• Increase sales, find and recover missed opportunities
• Improve customer relations
• Collect customer feedback, and more.

Record Calls on Business Phone Lines

With United World Telecom, customers can enjoy unlimited hosted call recording. There is no limit to the number or length of the calls you would like to record. Furthermore, you can store recorded calls for up to six years. Additional storage charges depend on the total number of call minutes stored per month multiplied by the corresponding per-minute rate.

Call Recording Add-Ons: Transcription and Translation

As a United World Telecom user, you can also add Call Recording Transcription and Call Recording Translation features to their phone lines. Once transcription is activated, this feature will automatically transcribe recorded calls and display them in a text format. By leveraging AI and machine learning, our transcription features have an accuracy level of over 90% in terms of detecting and transcribing over 55+ languages and accents such as:

Afrikaans, Arabic, Armenian, Azerbaijani, Belarusian, Bosnian, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Italian, Japanese, Kannada, Kazakh, Korean, Latvian, Lithuanian, Macedonian, Malay, Marathi, Maori, Nepali, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swahili, Swedish, Tagalog, Tamil, Thai, Turkish, Ukrainian, Urdu, Vietnamese, and Welsh.

If you receive calls from international customers using different languages, then the translation feature will help you better communicate with these customers. Once activated, it’ll automatically translate the transcripts of your recordings in your desired languages.

Current customers can easily activate transcription and translation in their control panel.

Ways to Use Call Recording

Businesses can use call recording software for a variety of reasons. Here are the common use cases:

Employee training and performance analysis:

Use recordings to review the dos and don’ts related to customer service. Managers can also closely analyze their customers’ needs and devise ways to improve current strategies. They can also use these recorded calls to gather great customer satisfaction stories when they point out features of a product or service they are pleased with.

Market and audience research:

Call recordings can help the marketing team improve its understanding of its target market. By listening to various customer calls, your teams can pay closer attention to the performance of their marketing efforts. This can have a huge impact on marketing efforts, making the team more efficient and their efforts more impactful.

Compliance and liability protection:

Depending on your business and industry, you may need to record calls to meet regulatory and compliance guidelines. Recording calls can aid in resolving a dispute or defending against litigation. Considering the high cost of litigation, the cost of a recording feature is minimal in comparison.

How to Set Up Call Recording

To use our Call Recording software, you must first add the feature to your phone number plan.

For new customers:

1. Select your new phone number on our Plans page.
2. Choose a plan and fill in your contact information.
3. Then, choose Call Recording from the Optional Features offered.
4. Fill the rest of the form and select Add to Cart to complete your order.
5. Once your service is activated, you can log in to your Control Panel to turn the feature on.

For current customers:

1. Log in to your online control panel.
2. Click My Phone Numbers from the left-hand side of the dashboard.
3. Then, click on the Recording icon for the service line that you would like to record calls.
4. Toggle the menu option to the right from Status Off to Status On. On this page, you can also decide frequency and service preferences.
5. Click Save Changes to confirm your request.

How to Access Recorded Calls

You may play or download your recorded calls at any time.

1. Log into your online control panel and find the selected phone service line with call recording.
2. Click on the Service Plan on the service line you wish to view.
3. Click on the Activity tab on the top, center navigation, to view details. From here, you can download individual call recordings in the Action column.

How Much Does it Cost to Record Business Calls?

United World Telecom offers call recording at very affordable and competitive rates. The monthly fee and cost per minute vary with the service plan you are enrolled in. When comparing the benefits of this feature to the cost, the service essentially pays for itself.