What is call recording?
Call recording is saving the audio of phone calls so they can be played back later for coaching, quality checks or record keeping.
Why it matters for sales teams
Recordings let managers hear what actually happened on a call instead of relying on the rep's summary. They are the raw material for call coaching, call transcription and conversation intelligence. They also settle questions about what was promised and help new reps learn from strong calls.
Consent and the law
Recording laws differ by place. US federal law follows one-party consent: a call can be recorded by someone who is on it, or with the prior consent of one person on it, which can be the rep, unless it is recorded to commit a criminal or tortious act. State law can be stricter. The FCC says it has no rules on recording by individuals but that some state laws prohibit the practice, and the FTC notes that state laws vary on recording calls and on getting the consent of the person recorded. Where everyone on the call must agree, the rule is called two-party consent, or all-party consent.
In its guidance for telemarketers, the FTC says those bound by state law to get consent may ask permission before they begin recording. Rules outside the US vary, so check local law before recording international calls.
Example
A new rep's demo bookings drop for a week. The manager plays back three recent calls and hears the same thing each time: the rep pitches before asking a single question. One coaching session, built around those recordings, gives the rep something specific to change.
This is a general definition, not legal advice.