Call recording

Call recording means saving the audio of a phone call, either in full or for selected parts. The most common reasons are quality assurance, training, evidence in disputes and producing a written transcript after the call. Recording can be on for every call, limited to certain queues, or started and stopped by the agent. Because a recording is personal data, its legal side needs separate attention in Turkey; we cover that under KVKK and call recording.

How it works

The recording is taken at a point the audio passes through: the PBX, a media server or the carrier network. In a mono recording both parties are mixed into one channel; in a stereo recording each party has its own channel, which makes it easier to tell who said what in the transcript (speaker diarization). The file is compressed, written to storage with access limited by permissions and deleted when the retention period ends. How hold, transfers and three-way calls are stitched together should be decided up front.

Why it matters

A recording answers more than "what was said?". It is also the raw material for the call transcript, the call summary and quality reviews. Who may listen, how long recordings are kept and how callers are informed should be settled before recording is switched on. Every stored recording is a responsibility, so not keeping recordings that serve no purpose is good practice as well.