Why Should I Record My Business Calls?

By Emma Lewis, bOnline

With landlines being switched off permanently from the end of next year, more and more small business owners are switching to digital alternatives.

The beauty of many VoIP phone systems (including those offered by bOnline) is that you can set your calls to be recorded automatically if you want to. Bear in mind though, it’s essential to comply with relevant laws and regulations, such as obtaining consent from all parties involved in the call where required. Additionally, you’ll need to make sure any recorded data is handled correctly and securely, to protect privacy and confidentiality.

Here we look at why recording your business calls using a VoIP digital phone system may well be a good idea.


Legal Protection


In some situations, having a recorded call can serve as evidence in legal disputes or contract disagreements. It can give you a clear record of what was discussed and agreed upon, reducing the risk of misunderstandings or false claims.


Training and Development


We’ve all heard the message before: “Your call may be recorded for training and development purposes”… that’s because recorded calls can be a gold mine in providing real-life examples for employees to learn from. They’re also a great tool for coaching employees on how to handle different situations effectively.


Quality Assurance


Reviewing recorded calls allows you to assess the quality of interactions between your employees and customers. This can help you in identifying areas for improvement, for example in your team’s sales techniques or customer service.



Some industries (like healthcare or financial services) have strict regulations regarding communication and customer interactions. Recording calls can therefore help your business to stay on the right side of the law.




Recorded calls literally mean you can hear what was said word for word, as well as the way in which things are said too. This can be particularly useful for referencing details discussed during the call and may be important for complex negotiations or discussions involving several different parties.


Customer Insights


Analysing recorded calls can reveal valuable insights into customer preferences, frequently asked questions and pain points. This information can help you make more informed business decisions about things like marketing strategies and product development. After all, there’s no better way to discover something than straight from the horse’s mouth!


Choosing the Right VoIP Digital Phone System For Your Small Business


The real beauty of VoIP digital phone systems these days is that they offer everything a landline does, but with so much more besides. For example, VoIP phone systems are accessed via the internet so you can log on and make or receive calls from your smartphone or tablet as well as your PC or VoIP desk phone. Great for working on the go and never missing a call again. Not only that, but VoIP systems offered by bOnline for example come packed with features, including call recording, call forwarding, access to call analytics, voicemail, video conferencing, hold music and more. 

If you’ve never tried a VoIP phone system before, or at least not for a long time, it can be a little daunting to make the jump. Every small business is different, with different needs and budgets, so you’ll need to do your homework. For this reason, it’s also well worth trying out a free VoIP trial wherever possible too. 

Could your small business handle calls more efficiently whilst also saving time and money?