How to Access and Use Call Recordings

Overview

Within the CRM system, you can easily retrieve call recordings directly from a contact’s conversation history. This function is invaluable for revisiting specific conversations and interactions.

Step-by-Step Guide

Locate the Contact:

• Utilize the search function by typing the contact's name to quickly find them.

Access the Conversation History:

• After identifying the contact, click on their name to view the conversation history, where all communications are documented.

Locate and Play Call Recordings:

• Scroll through the conversation history to find call recordings, which are clearly marked for easy identification.

• Click the play button to listen to the recording directly within the CRM.

• If needed, you can download the recording for use outside the CRM or for long-term storage.

Note: The most recent activities are listed at the top of the conversation history, so recent call recordings will appear first.

Accessing Call Recordings via Call Reporting

Overview:

If you need to review several call recordings at once, the CRM provides a dedicated section under the Reporting tab called Call Reporting.

How to Access Call Reporting

Navigate to Reporting:

• Select the "Reporting" option from the left-hand menu in the CRM interface.

Open Call Reporting:

• Within the Reporting section, click on "Call Reporting" at the top of the screen.

Using Call Reporting:

• This section provides a detailed log of recent calls, including the date, caller's name, phone number, call outcome (answered or missed), whether the caller is a first-time caller, and the duration of the call.

• To listen to a recording, click the down arrow (carrot) next to the relevant entry. This will expand the entry, revealing the call recording, which you can listen to directly from the interface.

Tip: Regularly reviewing call recordings can be an excellent quality control practice, particularly for teams that handle customer communications. It allows for monitoring and provides valuable opportunities for feedback and coaching.

Troubleshooting and FAQs

Can’t Find a Specific Call Recording?

• Double-check that you have the correct date range or contact name. If it’s still not showing up, make sure that call recording is enabled in your account settings.

Is it Possible to Share a Call Recording with a Colleague?

• Yes, recordings can be downloaded and shared. However, be mindful of privacy laws and company policies regarding the recording and sharing of calls.