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Call Recording for Hosted PBX

Call recording is done on business calls for three main reasons

  1. Training of Employees

      New employees need to be coached on the job to improve their customer support skills, and call recording is an efficient way to do this by spot-checking their performance on real calls.

      Even long term employees can have problems outside of work that can bleed into their customer support responsibility.  Call recording allows this to be monitored and gives the supervisor a tool for showing the employee where performance can be improved.

  1. Dispute Resolution

     It makes a big difference whether your customer ordered 100  items or 1000 items.

  1. Regulatory Compliance

     An increasing number of industries have regulatory reasons and requirements to record calls.  The securities industry is one example.


In New Jersey, at least one party must know that the call is being recorded.  We recommend that businesses utilizing call recording have their support employees sign an acknowledgement in their employee manual.  Such a business might also consider a message before each call such as "This call is being monitored for quality assurance."

Monmouth Telecom

Founded as an Internet Service Provider in NJ in 1995, Monmouth Telecom has grown to offer a complete set of innovative and economical Business VoIP Phone Services and Business Internet Services.  We were NJ's first Internet Service Provider turned Telephone Company in 2000 and in 2006 we began providing businesses with increased functionality using VoIP. Learn more about Who We Are and how Hosted PBX / Virtual PBX is changing the face of business telephone service.

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