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What exactly was agreed in that call last Tuesday, how did the new team member handle that complaint, and did the customer confirm the order or not? Without a recording you’re guessing, whereas with a recording you have the answer within seconds.
CallFactory records your incoming business calls automatically and stores every recording safely, then you find them via the dashboard by searching on number, date or time and play them straight away. You use the recordings for team training, quality assurance, dispute resolution or simply as a reliable record of what was actually said.
- Automatic recording of incoming calls
- Search and play via 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 call recording
See how our tools help your team work more efficiently, save valuable time and measurably improve how your business communicates.
Train and improve
By discussing real recordings in team meetings you see exactly what went well and what could be better, and there's nothing 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 need to have a back-and-forth argument but can simply listen to the call together.
Assure quality
Are your team members following the script, does the tone sound professional and is the right information given? The recording gives you an objective answer to each of these questions without you having to sit next to your people.
How call recording works
Once you switch on the feature every incoming call to your CallFactory number is recorded automatically, with both sides of the call captured in one audio file. So you hear both the caller and your team member without needing an app, a microphone or extra hardware, because the recording happens on CallFactory’s side.
The recordings are stored safely and are accessible via the dashboard, where you search by phone number, date or time to quickly find the call you need. Play it straight away in 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 assurance
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, with the team learning from real objections, real complaints and real successes.
Quality assurance works by the same principle. If you outsource calls to an external call centre or work with a large team, you use recordings to check whether calls are being handled to your standards. Are callers greeted properly, is the right information given and are compliance procedures followed? You don’t need to sit next to every agent, because the recordings show the complete picture.
Dispute resolution and compliance
Business calls often involve commitments, such as prices that are quoted, delivery dates that are confirmed and terms that are agreed. When a dispute arises weeks later memories diverge, whereas a call recording provides an objective record of what was actually said, resolving disagreements quickly and professionally.
For businesses in regulated sectors call recording may even be a compliance requirement. Financial services, insurance, healthcare providers and legal firms often need to keep telephone conversation records for a fixed number of years, and CallFactory stores your recordings safely whilst allowing you to set retention periods that match your regulations.
Retention periods and storage
You decide how long recordings are kept by setting a retention period that suits your business, from a few days to several months. Once the period expires the recordings are automatically deleted, keeping your storage tidy and making it easier to comply with data protection regulations.
If you need a specific recording that you want to keep longer than the standard retention period—for example 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, and depending on your 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
Get clear answers to questions about call recording and how it works for your business in practice.
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 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 away in 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 that you need longer you download before they expire.
In most EU countries you can record a call without announcement as long as you’re one of the parties to the call, so recordings of incoming customer calls are generally permitted. Transparency remains good practice, with a brief announcement like “This call may be recorded for training and quality purposes” often set as a welcome message. Always check the laws in your country and your data protection obligations for the exact rules.
Yes. Via 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 fully captured.
Yes. Call recording works on any CallFactory number, whether it’s an Irish or international number.
Call recording is included with every CallFactory number, and depending on how long you need to keep recordings a small additional charge may apply for extended retention periods.
