Elin Mattsson
|How and why
|2024-04-03
Recording a call
The ability to record calls can really facilitate a lot. It might be because you need to remember what was said during a phone meeting, what was agreed upon during a sales call, or to record customer service calls for training purposes. By recording phone calls, you can save them and play them back when needed, thus avoiding having to rely on poorly written notes from the conversation.
Being able to record calls, both on your landline or mobile phone, can also be a requirement in certain industries. Companies and organizations working in banking and finance often have obligations from the MiFIDII regulations to record calls. However, understandably, there are rules regarding how call recordings can be used. In addition to this, there are various approaches to recording calls. There are integrated recording services that work in both Softphones and mobile apps.
So, you can record calls from both landlines and mobile phones, as long as you have the right services or apps to do so. Most call recording services offer storage of the calls. The storage varies depending on the service you use, and longer storage periods are usually more expensive. Where the calls are stored, you can then view and search for recordings based on various parameters, such as date, time, phone number, or call duration.
Is it legal to record calls? What are the rules?
The purpose of recording a call can vary significantly. It can be for training purposes or to provide evidence of what was agreed upon. But regardless of the purpose, the rules regarding call recording remain the same. At least one of the parties in the call must be aware that the call is being recorded. For example, if two people are having a phone conversation, one of these two must be aware that the recording is taking place.
To truly ensure that you are on the right side of the law, it is always best to inform the other person that the call is being recorded. Additionally, there are specific rules regarding how and how much of the call can be shared with other third-party individuals.
A call where neither party is aware that the call is being recorded is considered unauthorized interception, which is illegal. Unauthorized interception is regulated by the Penal Code. As long as you ensure that you are following the law, recording calls can be largely positive, such as in customer surveys conducted over the phone. We at Dstny recommend always being transparent when it comes to call recording. Inform the other party that you are recording, state the purpose of the recording, and how long it will be stored. Also, keep in mind that it is illegal to breach confidentiality.
Call recording and GDPR
As mentioned, it is legal to record a call that only one of the parties is aware of the recording. However, what you do with the recording afterward may be illegal.
The personal data that may be processed during a recorded call is regulated by the General Data Protection Regulation (GDPR). Any information that could identify a person is considered personal data and is therefore subject to the regulation. GDPR prevents organizations from processing personal data without consent. Therefore, keep in mind that you are not allowed to store calls containing personal data for an extended period, for example.
Learn more about how Dstny handles personal data.
Recording calls from your phone
With the right setups and services, you can record calls from both landline and mobile phones. It's easier to invest in a high-quality, comprehensive service from the beginning because it can be relatively complex to find your own way to record calls otherwise. Some people, for example, use their computer to record calls.
Certain headsets have the feature to record calls, but of course, this requires always having the headset with you and being ready to connect when a call comes in. Therefore, it's better to choose a solution that is integrated directly into the phone system.
With a good service, you can often also store the calls and get clear data on how the call history looks. This could involve seeing which people answered and which didn't, for example. Therefore, record your calls in a professional manner right from the start and save them easily to avoid any hassle.
Samtalsinspelning hos Dstny – Call Recording
The service we offer at Dstny for call recording is aptly named Call Recording. The service comes in two different packages, Call Recording Automatic and Call Recording Pro. In the Automatic package, all calls are recorded and then stored for up to one year. In the Pro package, you as the user can choose whether you want all calls to be recorded automatically or if you want to manually select which calls you want to record. The manual handling is super easy and works just as well in Softphone as in our mobile app. Calls recorded with Call Recording Pro can be stored for up to seven years.
All call recordings can be found in a user-friendly portal where you can easily search for calls according to various parameters, such as phone number, date, time, and call duration. Here, you can also flag calls to organize them based on whether the call went well or if the customer was dissatisfied.
Do you want to know more about our call recording service? Contact us, and one of our knowledgeable advisors will assist you further.
