Calls recording

A supervised, advantageous and essential practice for businesses... Calls recording must be used in specific and justified cases! More information on this page.

Calls recording: for what purpose?

Indeed, calls recording allows you to optimize your exchanges, but also to secure your agents, in the event of disputes or disputes between a customer and a colleague.

This feature, accessible from our business telephony solution, can be a considerable source of information for you.



Obviously, this practice is legally regulated. It is important for your company to comply with the regulations put into force by the CNIL, to inform your agents and your callers and to have their approval in order to take full advantage of the advantages of telephone recordings.

Remember to inform your employees as well as your customers.

Regarding the callers

Thus, you can inform your interlocutor using an interactive voice server (IVR) or a pre-hooked, configurable from Sipleo.

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Calls recording concerning employees

It is necessary to communicate explicitly on the purpose of recording calls, as well as the terms of access to these recordings.

What are the different calls recording options with Sipleo?

Thanks to the business telephony solution, Sipleo, you can record:

Overall or by tracking calls

From SipleoAssist

Depending on the line and origin of the call

A call in real time

By setting the duration of recorded conversations

What are the benefits of calls recording?

Calls recording can help you gain essential information about your business and activity:

Better train teams

Many call centers use telephone recording to improve reception techniques. Training for switchboard operators, secretaries and other telephone professionals can be reviewed and corrected, thanks to the study of call recordings.

Ensure the quality of telephone reception

Companies are constantly seeking to optimize and improve their customer relationships. In fact, this mainly involves telephone reception. Thanks to recordings of telephone conversations on Sipleo, companies can improve the customer experience and their brand image.

Trace a phone call

In the event of disputes, your company can justify and prove the handling of the call and what may have been said to the customer. As part of your activity, your company's liability is protected if it is involved. Thanks to the Sipleo telephony solution, you can provide proof during appeals or complaints (verification of terms used verbally to the customer, etc.).

When is calls recording essential?

Certain activities (called sensitive) require the recording of all calls.

Cash transportation

Emergency subcontractor



Police services

These are just a few examples. Indeed, the imperative use of call recording is not limited only to these activities. There are obviously others, but we cannot list them all.

What are the conditions and regulations regarding the recording and listening of calls?

Telephone calls can therefore be recorded occasionally or permanently. You can set up a calls recording system, as part of:

Regulations for insurance and monetary order leaders

With regard to insurance and monetary order leaders, several regulations govern and require the recording of calls. To find out more, I invite you to read the articles and decrees below.

Conditions for storing and listening to recordings

The retention of recordings of telephone calls must not exceed 6 months, in the event that there is no text imposing a specific deadline or particular justification.

To find out more about listening to and recording calls in your workplace, go to the CNIL.

We also give you more information in our article “GDPR and call recording: what are the laws?

Improve your telephone switchboard!

Questions about how call recordings work?