Google Voice is a great way to make free phone calls, but what if you want to keep a record of those calls? That’s where Google Voice call recording comes in. You can easily record Google Voice calls on your computer or phone. In this article, we’ll show you how.
Thank you for calling (Insert name of business here). You are speaking to John on a recorded line, how may I be of assistance?
We have all heard this script before, I am sure. Calling any business there are automated scripts like “Some calls are recorded for training and monitoring purposes”. Through to directly and clearly informing the caller that they are speaking on a recorded line.
The use of the recorded phone call has supported call centres and businesses of all sizes for many years. It is very helpful anyone working, from the self-employed through to the thousand seat call centres and multi-national businesses to record their calls and to share their calls with the training and marketing teams. Recorded calls provide insights into customer behaviours, training programmes and support compliance and legal when there are problems. Call recordings are monitored by team leaders and managers to promote excellent customer service, and by marketing to offer insights into products and services, and to gauge consumer reactions to the new launch.
Desk top phone systems come with recorded lines and stored phone calls as standard. It is simple to pull a recorded call from the thousands of calls in a day by using a simple time, date and reference number stamp attributed to the call.
VoIP systems that businesses and remote workers use also have recorded calls, pause buttons, play back and other call features such as listening in, taking over and call transfer to support their work-from-home staff. These features are commonplace and standard in companies that have a large volume of callers.
When you are setting up your own business, or working for yourself, you might not have the budget or the technical knowhow to adopt this technology. But you do have a mobile phone.
Your mobile phone can make phone calls and you are even able to record Google voice calls on your phone. Android or iPhone systems have the functionality to record your calls for playback and training. You can send these voice call recordings to transcribers or save them in your computer for legal and compliance purposes. You can share these call recordings with coaches, trainers and team members for support and monitoring. Recording Google Voice calls is a feature on most phones, but it is also available by simply downloading one of many apps that can help you.
Why record Calls?
There are many scenarios where the recorded call can come to your rescue. The key ones are:
- Conflict resolution. If a customer is speaking on a recorded line and is threatening or abusive, playing that recording back to authorities or to your management can give them tools to resolve the complaint faster.
- Training and Monitoring. Staff need to be saying the right things, in the right tone of voice, about the right products and services. If a member of staff swears, or shouts, or says the wrong thing, it is bad for your brand. Opposite to that, if your staff excel at speaking to customers, resolving complaints, closing sales, using their recorded phone calls helps to train others to be just like them.
- Compliance and Legal. Some industries require scripted words to be given to the customer verbatim. The financial services, insurance companies and people providing a service that requires the agreeing to a contract often have scripted and strict guidelines to follow. These words are used on a recorded line, stored in the databases, and used to show that the customer consented and understood the terms and conditions of the product.
- Accuracy and liability. In the legal and medical professions, a recorded phone call protects the person against liability and fraud. There are many other businesses that need to transcribe their recorded phone calls to make sure that they said the right thing, and it was interpreted in the right way. If a doctor is speaking on a recorded line and says “Take 10 milligrams of medication” but the patient hears “Take 10 grams of medication” the recorded phone call can offer protection against liability in some cases.
There are many other reasons why the call recording is important, the list could be long.
How to store recorded calls?
Once a call has finished ending that call also terminates the call recording. Make sure to end the call properly or there will be long periods of silence at the end of the call recording, or worse, the call recording will pick up the background noise of the after-call chatter.
Upon completion of a call the recording is automatically stored, and a reference number applied for easy retrieval. The App that you are using, or the system that you are connected to will store that call recording. Most call recordings are stored for a maximum period and then automatically deleted, like spam in your in-box. Some call recordings have a lifespan of 30 days, and then they can be lost for ever.
Knowing when your call recordings will be deleted is essential. You do not want to lose such valuable information!
Getting a USB Memory stick, an external hard drive or adding extra memory to your cloud storage facility is essential if you are recording calls and saving them for
Call Recordings on Mobile
With the increase in work from home, remote workers and the growth in the Gig economy, call recording needs to adapt, just as the working situation must adapt. People no longer have access to desktop services, and their internet connection at home, or when working remotely, might not be strong enough to support the applications necessary for VoIP call recording.
Mobile companies and Apps have developed and grown in popularity over the past few years to ensure that everyone, working from anywhere, can still record phone calls. Call recording is a part of the job for millions of people, and during the lockdowns and the days spent working from home, call recording remains an essential element of work. People using their mobile phones for work, still need to record calls and no matter what type of phone they have, recording calls has been made possible by different techniques.
Call Recording on 3rd party systems.
We can simplify this process into a few words, so those of you skim reading the process can read the next line and jump down the article, whereas those wanting a bit more info, can continue reading on.
Start a call, get a recording device, put the call on loudspeaker and press record.
A bit more information:
The iPhone and Apple have data security and customer privacy as a major concern, so they often limit the applications and recording facilities on their phone. There are simple strategies you can use to get around this, including downloading Apps, or using the following recording method.
Have 2 Apple devices and check the recording features on one of them. Most iPhones come with Voice Memos already installed as Standard, however, if is it not there, or if it has been accidentally deleted, it can be downloaded for free from the Apple iStore.
Using the Voice Memos app on one iOS device whilst speaking to the customer on the other on loudspeaker means that every noise is recorded, and you are recording your call on your iPhone. Be aware that background noise is picked up too, so children, dogs or the TV should be on low volume or quiet during the call recording!
Run a quick test on the process, since 2 devices are in use, there could be some technical issues. You also need to know how to transfer the recording file at the end of the call recording! Familiaraise yourself with the Voice Memos app, and its sensitivity. You must speak loud enough to be recorded, but not too loud so the customer feels you are shouting at them!
When you start making calls, be sure to inform your customers that you are speaking on a recorded line, this is a legal requirement in some places and in some sectors and is often a part of the compliance and training scripts given to call centre workers. It also reassures the customer that you are listening and will continue to listen after the call is complete.
When the call ends, be sure to remember to stop the recording on the other device, otherwise there will be a long period of recording background noise or silence after the call is complete. You can then simply share the call from the Voice Memos App to the storage destination.
This might seem like a confusing way of doing things, and people might not have 2 iOS devices available, after all, they are quite expensive. So as Apple says, “There’s an App for that”.
Apps for Call Recording on iPhones
There are several applications that can be installed on your iPhone for recording calls by just using the one device. Some of these apps are expensive, others much more affordable. Applications like ConxHub, Google Voice, TapeACall, Mighty Call and NoNotes are apps specifically available for recording calls on your iPhone.
ConxHub offers groundbreaking new call recording technology that can differentiate between business calls that need to be recorded and personal calls that are private and do not need to be recorded. You can easily switch between business and personal numbers on your mobile phone and choose which calls get recorded. Once the call has ended, the call recording is emailed to your account, and stored in our LMS for easy access. ConxHub is purpose built for mobile communications, perfect for mobile and active workers.
TapeACall allows for mobile phone calls to be recorded on the go. Ideal for businesspeople always busy and on back-to-back calls. Sometimes you can forget small details of calls, so with a trascrpition service available and call recordings stored and sent to your account, this is a great service for people on the go. Staying productive when working from home and using your mobile phone is essential, and a god call recording service adds value and makes staying productive that much easier.
NoNotes does what the name suggests, allows you to make phone calls without the need to take notes. Their call recording facility costs $100 a year, and there are additional fees for the transcription service which can mount up, especially for long calls, but it is a service designed for mobile users, too busy to take notes, and always on the go. It is bad enough to use your phone hands free when driving, but to use your phone and take notes is highly illegal. This App could save you time, and a big fine!
Google Voice allows you to record google voice calls on any device. You can use your iPhone, desktop, tablet, or android to make the call through the Google Voice app and use their call recording feature to save and store the call recording for later review.
Recording Calls across platforms
Some apps are custom built for mobile, some are great for desktop, some work best on Android and others best on iPhones. There are not many that work well across all platforms. Recording calls on Google Voice can be simple across all platforms; they offer a multiple media approach to recording your calls. From desktop to mobile, and everything in between, calls can be recorded through Google Voice at the touch of a few buttons.
To record Google Voice calls on your iPhone simply:
- Open the app
- Go to the settings option and click on CALLS
- Scroll down and select “Incoming call Options”
- When you want to start the call recording, press number 4 during the call.
To record Google Voice calls on your Android phone simply:
- Launch the application and select Voice Recording
- You can select which calls you record by choosing the OFF button next to recorded calls
- You can change the format of the call recording and how it is saved by customizing the file type
- You can share call recordings across social media, messaging services and chat services to keep others informed, and to remind you of the call later.
ConxHub also offers call recordings across both Android and iOS. In a simply and easy to use manner, simply clicking on record, and getting the call recording sent to your email after it ends, nothing can be simpler than using a mobile-centric, custom build service dedicated to mobile users.
ConxHub offers call recording services analysing and storing 16 different points of the call including who called who, from what number and when, the length of time of the call, hold time on the call, time between calls, and much more. These call recording and data analytical points allow you to have crystal clear visibility on who is performing in your team and what kinds of calls your teams are making. Even though the calls are all from your agents’ mobiles, you still have control and reporting to see what is going on and where you can improve.
Before the call starts, is there anything you need to consider?
Not everyone likes having their calls recorded, and it might make some people nervous to know that you are recording their calls.
Firstly, ask yourself if recording the call is necessary. It might not be completely necessary, depending on your industry, but it might be very helpful, so it is better to check in with the client to see if they mind having the call recorded. If there are no legal or compliance requirements to having the call recorded, simply giving them the option is polite and professional. If they say no, you can stop the recording, or tell them that you will call them back when you are able to take detailed notes. If they say yes, continue with the call.
In some industries and call types it is necessary to record the call. For example, when negotiating a contract, working in Finance, or agreeing to terms that need to be expressed and consented to word-for-word. Where it is necessary to record the call, you must still get consent for the call recording to take place, and if the parties do not consent, you must terminate the call. Telling the person on the other end of the line “This call is recorded for training and monitoring purposes” is sufficient to show that you have informed them. You can add in, if you do not wish to be recorded, simply end the call now.
It would be embarrassing to say that you are on a recorded line and then not hit the record button, so making sure that the call is being recorded is also essential. Knowing the process to recording the call, pausing the recording, and witching the recording over to a new line, should you need to transfer the call are pre-call protocols.
Ensuring that your storage facility has enough memory for the call recording and knowing how to label the call for easy retrieval should be a part of the pre-call process.
Eliminating background noise and interference to make sure that the quality of the recording is as good as it can be means that others will easily be able to pull the recording and listen back to it properly.
Once you have gone through these processes and got consent for the call recording, you can address the needs of the customer and your business.
Record Google Voice Calls, and all other phone calls for business
If you are using a mobile, android, iOS, desktop, laptop, tablet or any device, call recordings are a necessary part of business. They are useful for training and monitoring. They protect you and the company, and keep the client informed that you are professional and doing your job. If the client has concerns, they can advise you to listen back to the call and address their complaints.
There are many different benefits to a good call recording, especially for those of us that are always on the move and rarely have time to sit down with a pen and paper to take detailed notes.
With ConxHub call recordings from your mobile are now even easier than ever.