Recordings help quality, when managed right.
Organizing call recording: what is recorded, who listens, how long it is kept, backups, and supervisor and agent permissions, in line with your company policy.
Call recording helps you train the team and resolve disputes, but it is sensitive data. We set with you what is recorded, who can access it and how long it is kept.
- What and when to record
- Role-based access
- Retention and archive
- Backups
What we set up with you
- Record all calls or specific teams only, with a notice to callers that calls are recorded.
- Who listens: supervisors for their team, management for all, agents for their own calls if you wish.
- How long recordings are kept, then deleted or archived.
- Backups of recordings and settings in a separate location.
- A log of who listened to which recording and when.
Privacy and law
Recordings are personal data of customers and staff. Egypt and Saudi Arabia have personal data protection laws, and your sector may add requirements. We configure the system to your company policy and recommend reviewing your legal requirements with your adviser.
Some of our clients
- Deeb Furniture — Website, communications and customer relationship management.
- La Sirena Group — Call center solutions and support.
- Brighton British School — Communication and firewall solutions for a school.
- Mega Top — Call center, branch connectivity and IT infrastructure.
Frequently asked questions
Is call recording legal?
It depends on your country, sector and how callers are informed. We set up the notice, access and retention; your legal adviser is the reference.
Can supervisors listen live?
Yes on most systems, with clear rules on who has that permission.
- ECCO Connect: no call gets lost.
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