Voice and video
Call reporting and recording
Call recording and reporting that show how your phones are really used, keep an encrypted record of what was said, and give managers the numbers on missed calls, answer times and busy periods.
Who it is for
Businesses in Teesside and the North East that take orders, give advice or handle complaints by phone: sales offices, practices, brokers, property and legal firms, logistics desks and any regulated business whose auditor or insurer asks how calls are recorded. Also any manager who suspects calls are being missed and cannot prove it.
What you get
Calls recorded by rule, user or line into encrypted storage, with access limited to the people you authorise and a retention period you set, so a dispute about what was said is settled by the recording. Reports and dashboards that show call volumes, answer times, missed calls and busy periods by team and by agent, so staffing and training decisions can be based on the numbers. Set up on your existing phone system where it supports it.
The problem
Without data you cannot see missed calls, busy periods or how quickly calls are answered, and without recordings disputes come down to memory.
Most businesses have no idea how many calls they miss. The phone rings out at lunchtime, the busiest hour is the one with the fewest people on the phones, and the first anyone hears of it is a customer saying they tried three times. When a customer disputes an order, a quote or an instruction given by phone, the business has the invoice and its memory; the customer has theirs.
Call reporting puts numbers on the phones: how many calls came in, how long callers waited, how many gave up, which hours and which teams are under pressure, and how each agent is doing. Call recording keeps the conversation itself, encrypted, with access controlled and a retention period you set, for quality checks, training, settling disputes and meeting the regulatory requirements some industries carry. PD Ports' Mitel system across its sites runs encrypted call recording to support its regulatory obligations.
Recording is allowed under UK data protection law with safeguards: callers told that calls may be recorded, recordings stored securely, access limited to authorised people, and a retention period with a reason behind it. We set recording up with those controls built in, and we are certified to ISO 27001 for information security.
What Odyssey provides
- Call recording by rule, user or line, for quality, training, dispute resolution and compliance
- Encrypted storage with access limited to the people you authorise, and a retention period you set
- Reports on call volumes, answer times, missed and abandoned calls and busy periods, by team and by agent
- Dashboards for managers and team leaders, and scheduled reports by email
- Set-up on your existing phone system where it supports it, whether Odyssey Voice, Mitel or Microsoft Teams
- Support for your regulatory and compliance requirements, with the safeguards the law expects
What is included
| Included | Detail |
|---|---|
| Design | Which calls are recorded (by rule, user or line), who may listen, how long recordings are kept and why, agreed and written down |
| Recording | Calls recorded on your phone system, with an announcement to callers where you choose, into encrypted storage |
| Access control | Recordings available only to the people you authorise, with a record of who listened to what |
| Retention | Recordings kept for the period you set and deleted automatically after it |
| Reports | Standard reports and dashboards on volumes, answer times, missed calls, busy periods and agent performance, with scheduled reports by email |
| Search and retrieval | Recordings found by date, number, user or line, and exported when a dispute or a regulator needs one |
| Transcription and analytics | Calls transcribed and searchable by keyword or sentiment, available on Mitel, Microsoft Teams and Odyssey Voice |
| Support | Changes to rules, users and reports, and faults, handled by our engineers |
Not included, or sold separately
- The phone system
- Recording and reporting run on Odyssey Voice, Mitel MiVoice Business or Microsoft Teams calling, each its own service; we confirm your system supports it before quoting
- Contact centre routing
- Queues, skills-based routing and the caller's record on screen are the contact centre and CTI service; this service measures and records what the phone system does
- Your recording policy
- We set the system up to the rules you decide and tell you what the law expects; the decision to record, and the notice to callers and staff, is yours
- Mobile calls
- Calls on staff mobiles are recorded only where the mobile is an extension of the hosted or Mitel system, not on a standalone mobile contract
How it is delivered
-
Decide what to record and why
Which calls, which users, who may listen, how long recordings are kept and the reason for each decision, so the policy stands up when a customer, an auditor or a regulator asks.
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Confirm the system supports it
Odyssey Voice, Mitel MiVoice Business and Microsoft Teams calling each record differently. We confirm what your system can do and quote on that basis.
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Configure recording and reports
Recording rules, the caller announcement, encrypted storage, access permissions and retention set up, and the reports and dashboards built for the managers who will use them.
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Brief the team
Staff told what is recorded and why, managers shown how to find a recording and read the reports, and the first week's numbers reviewed with you.
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Run and review
Recordings retained and deleted to policy, reports delivered on schedule, and rules, users and reports changed by our service desk as the team changes.
Why trust Odyssey with this
-
ISO
Certified to ISO 27001 for information security
-
1987
Business telephony specialists since 1987
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In-house
All work completed by Odyssey employees, never subcontracted
- Calls answered within three rings, and a director is always reachable
Client story
PD Ports
A two-year overhaul replaced several telephony suppliers with one Mitel MiVoice Business system across PD Ports' sites.
Read the story
Questions people ask
Is call recording allowed under GDPR?
Yes, with safeguards. Recordings must be stored securely, access limited to authorised people, callers told that calls may be recorded, and recordings kept only as long as there is a reason to. We set recording up with those controls, and we are certified to ISO 27001.
Why would we record our business calls?
For quality checks, staff training and settling disputes, and to meet regulatory or compliance requirements in industries that carry them. Without a recording, a dispute about an order, a quote or an instruction comes down to memory.
What can call reporting show us?
Call volumes, answer times, missed and abandoned calls and busy periods, by hour, by team and by agent, so you can see how your phones are really used and staff the busy hours properly.
Does it work with our phone system?
It is set up on Odyssey Voice, Mitel MiVoice Business and Microsoft Teams calling, each in its own way. Tell us which you run and we will confirm what it supports before we quote.
Who can listen to our recorded calls?
Only the people you authorise. Recordings are stored encrypted with access limited to them, and the system keeps a record of who listened to what.
How long are recordings kept?
For the period you set, with a reason behind it, after which they are deleted automatically. Regulated businesses often have a retention period set by their regulator; others keep recordings for as long as a dispute could reasonably arise.
Can small businesses use call reporting?
Yes. Even a small team benefits from seeing missed calls and busy periods, and the per-user pricing means a small team pays for a small team.
Can we record calls in a contact centre?
Yes. Recording and reporting work alongside our contact centre and CTI service, which adds queues, skills-based routing and the caller's record on screen; PD Ports runs encrypted recording across its Mitel sites.
Challenges this helps with
Related services
Ask about call reporting and recording
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