Netherlands
Belgium
Denmark
Germany
France
United States
Austria
UK
Spain
Italy“We never agreed to that.”
One sentence, and it is your word against the customer’s. With a recording it is no longer an argument but a matter of listening back together, and that takes twenty seconds instead of a week of emails.
Recordings in your dashboard
search: (202) 555-0158 · this week
- +1 312 555 0145 Tuesday 2:07 PM · Emily 4:12
- +1 212 555 0199 Tuesday 11:33 AM · Ryan 1:48
- +1 646 555 0103 Monday 4:52 PM · Emily 7:26
Search by number, date or time. Play in the browser, download as a file, or fetch through the API. After thirty days they disappear on their own; whatever you want to keep, you download.
Three moments when you will wish you had recorded it
And for all three, you only know you need the recording once the call is already over. That is exactly why it has to happen automatically.
There is a dispute about what was agreed
A price, a delivery time, a promise. Without a recording it turns into a discussion about who remembers it better, and you lose that more often than you would think, even when you were right.
Someone new starts and you can't hear how it is going
Listening in is awkward and role-play is fake. Listening back to three real calls in a team meeting teaches more than an afternoon of training, and it takes twenty minutes.
You need to be able to show what was said
In some industries that is a requirement, not a luxury. Then the point is not that you record but how you have set it up, and there is more on that further down.
No device is involved
The recording happens on our end, on the network, not on a phone. So there is nothing to install, and it works on every phone in your team, including a mobile without an app. It covers calls that come in on your CallFactory number; outbound calls your team makes are not recorded.
- Step 1
You switch it on per number
In your dashboard, and it applies right away. You can have it on for one number and off for another.
- Step 2
Both sides in one file
The caller and your colleague, in one recording. No separate tracks to merge afterward.
- Step 3
You find it again
Search by number, date or time. Play it in the browser, download it, or pull it into your own system through the API.
- Step 4
It disappears on its own
After the period you set. Whatever you want to keep longer, you download, and then it is stored with you and no longer with us.
You can record, but there is more to it
Recording a call involves someone else’s data. We take care of most of that on our end, but not all of it, and the part that is up to you is exactly the part people forget. Here is who does what.
Taken care of on our end
- Storage within the EU, under a data processing agreement
- No model training on the content of your calls, written into the contract
- Thirty days at most, and within that limit you set the period
- Automatic deletion as soon as the period expires, without anyone having to remember
- Only the administrator can get to the recordings, not everyone who can use the dashboard
- Recording on the network, so there is nothing on a phone that can go missing
This stays with you
- Informing your callers. A line in your welcome message is the usual way, and you put it in yourself, but making sure you do it is your responsibility and not ours
- Having a legal basis for recording, and being able to explain what you use the recordings for
- Choosing who the administrator is, because that is the person who can get to the recordings. That is a smaller circle than “who can use the dashboard,” and it is worth stopping to think about
- Responding when someone asks for their recording or wants it deleted
- Choosing what you download. Whatever you take out of our system falls outside our retention period and becomes your own archive
This is not legal advice. What applies to your industry depends on what you do and who you talk to on the phone: a collection agency has different obligations than a food truck. What we can tell you is what happens on our end, and that is set out above.
Four choices, and the first is the most important
Which numbers you record
Not necessarily all of them. A sales number and a complaints line carry different calls than an internal line, and you don’t need to keep everything to get something out of it.
Start with the one number the disputes come from. That is almost always enough to find out whether you need it.
How long you keep them
From a few days to thirty. Shorter is almost always better: the less you keep, the less you have to explain and the less can leak.
Seven days covers almost any dispute that comes up within a week. Thirty is for anyone who needs a record they can show.
What your welcome message says
The sentence that informs your callers. You put it in the message that plays before the call yourself, and with text-to-speech you can change it in a few minutes.
Short and plain: “this call is recorded for quality and training purposes.” Making it longer doesn’t make it better.
What you download and what you let expire
Downloading isn’t making a copy, it is starting an archive. From that moment on, keeping, securing and deleting it is up to you.
Download only the call that matters, not the whole week. It saves you a question later that you would rather not get.
Part of Customer Service
Call recording is part of Customer Service, for up to eight people at €49 a month, and depending on the retention period and storage volume a small additional charge may apply for extended storage.
About call recording
That is the idea, and it is the usual practice: a line in your welcome message. Exactly what is required in your situation depends on your industry and who you talk to on the phone, and we are not the party to decide that. What we do is make it easy to add that line and change it.
If you want. Transcription is not on by default; you add it when you need it. After that you can search for what was said instead of listening until you hear it.
Not with us. Whatever you need for longer, you download, and then it is in your own archive. That is a deliberate limit: the longer we keep recordings, the more there is lying around that belongs to your customers and that you are responsible for.
The account administrator. So not everyone who is allowed to work in the dashboard can get to the recordings; that is deliberately a smaller circle. You decide who it is.
No. It covers calls that come in on your CallFactory number. Outbound calls your team makes are not included, so a sales call you start yourselves is not among them.
No. Storage and processing take place within the EU, under a data processing agreement, and the content of your calls is not used to train models. That is written into the contract and is not a policy that could change tomorrow.
Yes. The recording happens on the network and not on the phone, so it makes no difference where the call lands or which country the number is from.
Yes. Both the caller and your team member are recorded in one audio file, so you hear the complete call.
No. The recording happens on CallFactory’s end, so you don’t need an app, a microphone or extra hardware on your side.
You log in to the dashboard, search by phone number, date or time and play the recording right in the browser. You can also download it as an audio file.
You set the retention period yourself, and recordings are deleted automatically as soon as that period expires. Download any recordings you need for longer before they expire.
Yes. Through the API you can retrieve recordings programmatically and store them in your own systems, such as an archive, a compliance environment or an internal application.
No. There is no time limit on individual recordings, so long calls are recorded in full too.
Call recording is part of Customer Service, and depending on how long recordings need to be kept, a small additional charge may apply for extended retention periods.
