Enhancing Team Performance Through Call Recording

Call recording plays a crucial role in enhancing team performance and maintaining high standards in client interactions. Here’s how it adds value:

Improve Conversations: Review real conversations to identify strengths and areas for improvement.
Ensure Quality Assurance: Maintain consistency in client interactions and uphold your company's standards.
Meet Compliance Needs: Customize consent settings and retention periods to align with regulatory requirements.

A team that regularly reviews recorded calls can improve their communication strategies, resulting in higher client satisfaction ratings.
By customizing retention policies, firms ensure compliance with local regulations, which could prevent legal issues.

Access Dialer Settings:

Go to your Sierra admin panel and navigate to Dialer Settings.
Enable Call Recording:

Toggle “Allow Call Recording” to turn on call recording for your entire account.

Configure Recording Options:

Save Recording by Default:
- Enabled: All calls default to saving recordings regardless of outcome.
- Disabled: Only calls with certain outcomes default to save.
- Note: Users can still manually choose to save or not save a call recording.
Enable Pre-Recording Consent Message (Recommended):
- When enabled, callers will hear:
  
  “This call may be recorded for quality assurance purposes. By continuing the conversation, you are consenting to being recorded.”
Set Retention Period:
- Choose how long recordings will be stored before automatic deletion.
- Available retention options now include:
  - 1 Week
  - 1 Month
  - 3 Months
  - 9 Months
  - 1 Year
  - 2 Years
  - 3 Years
  - 4 Years
  - 5 Years
  - 6 Years
  - 7 Years
  - Indefinitely

Best Practices

Enable the consent message if operating in or calling into a two-party consent state.
Train your team on logging and saving recordings responsibly.
Review recordings regularly for training, QA, and coaching purposes.

Recordings not saving automatically: Check if “Save by Default” is disabled. Users must manually select to save.
Consent message not playing: Confirm it is enabled in the Dialer settings and test with both inbound and outbound calls.

Q: Does enabling call recording affect all users?

Yes. It is an account-wide setting.

Q: What happens if I disable “Save Call Recording by Default”?

Recordings will only be saved by default for select outcomes; users must manually save others.

Q: Can I access deleted recordings?

No. Once a recording’s retention period expires, it is permanently deleted.

Unlock the potential of your team by leveraging insights from recorded calls to improve interactions and compliance.