How does call recording work?
Recording takes place at the PBX level. It captures both directions of the call (incoming and outgoing audio) and saves them as a single audio file. Recording can be configured in three ways:
- Area-wide - The central hub automatically records all calls without exception.
- Selective - only calls from specific branches, numbers or within set times are recorded.
- On request - The operator activates recording during a call by pressing a key or button in the app.
Records are stored on the central server or in the provider's cloud storage. Access to records is typically protected by permissions: not every employee needs to see their colleagues' records. Record metadata usually includes the date and time, caller number, call duration, and identification of the branch or operator.
What is the purpose of call recording for companies?
Call recordings have many uses in business practice:
- Quality Control - The supervisor can replay a selected call and check how the operator communicated with the customer.
- Training and feedback - Real calls are the best training material for new employees.
- Order Documentation - in sectors where customers place orders by telephone, the recording serves as proof of the agreed terms.
- Dispute resolution - if a customer denies what was agreed, the call recording serves as conclusive evidence.
- Analysis - when combined with analytical tools, the records can be used to identify frequent topics or average call durations.
Obligations regarding call recording: GDPR and informing the caller
Recording telephone calls concerns personal data protection, so it is necessary to comply with the legal framework. The principles you must respect:
- Informing the caller - The customer must be informed before the start of a recorded call that the conversation will be recorded. This is most commonly handled by an automated announcement played at the beginning of the call or within the IVR menu. Failure to inform the caller constitutes a legal risk.
- Legal basis for processing - to record, you must have a valid legal basis under the General Data Protection Regulation (GDPR). Most commonly this is the company's legitimate interest or performance of a contract.
- Limitation on storage period - Do not retain records longer than necessary. Define a retention policy and delete records once the period has expired.
- Access to records - limit the number of employees who can play back recordings to the absolute minimum.
On virtualni-ustredna.cz, call recording is an optional feature with configurable access to archived files, ensuring record management aligns with your internal policy.
Frequently Asked Questions
Must a company inform the caller that the call is being recorded, even if the caller initiated the recording themselves?
Yes. The obligation to inform applies regardless of who initiated the recording. The caller must be informed in advance, most commonly via an automated message before being connected to an operator.
How long is a company permitted to retain call records?
The retention period depends on the purpose of recording and the company's internal retention policy. Records should not be kept longer than necessary for that purpose (for example, until a complaint is resolved or the warranty period expires). Consultation with a lawyer or a data protection officer is recommended.
Can a call recording be used as evidence in a dispute?
A call recording may serve as evidence if it was made in compliance with legal regulations, particularly by informing the caller and having a valid legal basis for processing. Recordings made without the other party's knowledge are problematic in terms of admissibility as evidence in the Czech Republic.