How To Record Sales Calls: What Team Leaders Need To Know

December 27, 2023 9 min read

Alex Doan

Alex Doan

Recording sales calls

Every sales call is an opportunity — a chance to learn or grow revenue.

Sales calls are full of feedback, key moments of excitement, and insights for your sales team. These insights enter a salesperson’s mind and are quickly forgotten or disappear on sticky notes.

If your sales tools don’t also help you record sales calls, you risk losing these actionable insights and missing this quarter’s quota.

As a sales leader, you need to save call recordings to update and enhance your go-to-market motions.

Read on to discover easy methods to record sales interactions, best practices, and helpful call center features to grow revenue.

5 Ways To Record Sales Calls

Cloud phone systems offer call-recording features that let you choose suitable ways for different use cases. Take a deep dive to understand more about when to use them. 

1. Automatic call recording

The automatic call recording feature lets sales team members record all calls without manual intervention. These can be cold calls, follow-ups, demos, or critical business conversations. 

When you record every call automatically, sales reps can:

These recordings later become helpful for training, onboarding new account executives, and quality assurance. They assist in legal compliance for financial services, healthcare, and telecommunication businesses. 

What makes these recordings automatic? You can toggle on the option within your cloud phone system. No beeps, wires, or cassette tapes. Simply log in, and you can listen to calls anytime.

Call recording and speech analytics within the call center.

2. On-demand call recording

Salespeople can start and stop recording specific parts of the conversation. 

You can respect your customers’ privacy and comply with legal requirements tied to key discussions. When it’s switched on, both parties will hear a message such as “Recording in progress.”

Phone systems allow you to customize these messages as per your choice. An easy option is to mention in your call flows that calls may be recorded for quality and training purposes.

Salespeople are better equipped to record conversations of value rather than everything. When you come back for replays, it’s less clutter. You can jump into the core right away rather than sliding through conversations to find what you need. 

3. Supervisor-initiated recording

Sales leaders use supervisor-initiated recording to monitor sales calls remotely and provide feedback. 

Often, these recordings don’t announce whether a call is being recorded, avoiding any customer speculation. For this reason, professionals sometimes call it selective silent recording. 

Here are some situations where supervisor-initiated recordings help:

Monitoring call statistics in Nextiva

4. Conference call recording

Records multiple people’s voices on a conference call. 

Large organizations use conference call recording to maintain records of different verticals’ priorities and updates. It’s like a standup meeting on a large scale, where department heads report. 

Companies use it for various other reasons, including the following:

5. Video meeting recording

Salespeople use video meeting recording in industries where visual presentations or demos are key to successful sales. Software as a Service businesses rely on it to review potential customers’ sentiments after the call. 

Businesses see its benefits in several areas: 

Making conference call in Nextiva

Related: How to Record Customer Service Calls & Why You Should

Best Practices To Record Sales Calls

Now that you know how to choose a call recording method, you need a few best practices to set it up for success. Below are a few practices you can follow while recording sales calls. 

✅ Stay in compliance

Go through local, state, and federal laws related to recorded conversations. Many laws mandate that you get consent from both parties before recording begins. 

These laws vary from state to state. Some require the consent of one party, while others need it from all parties. Check what applies to your business.

♻️ Automate recording notifications

Your salespeople can verbally ask prospects and customers if they can record the call. However, it isn’t a part of the core conversation. Potential buyers trust you with their time. And you should quickly be able to share how you can help without going sideways. 

VoIP systems can automatically notify customers at the beginning of the call so you can drive them into the core discussion right away. 

ℹ️ State the purpose 

It’s important to state and honor the purpose of recording. Tell the parties why you’re recording the conversation, and adhere to the promise. 

Whether it’s for training, legal documentation, or quality assurance, add it to your recording notification, or state it verbally if you can’t append it. 

🔒Keep recordings safe

Protect customer data as your own. Safeguard call recording and transcriptions against security threats that affect confidentiality. You can adopt role-based access controls to make sure only authorized people or systems can access sales conversations. 

Identity and access management software will let you configure these security measures, keeping recordings safe from internal or external threats. 

🖊 Review recorded calls

Call recordings give conversation intelligence to your team that can push their sales performance metrics to the next level. You can see why a particular account turned into a deal or dropped off. This feedback lets you coach people and offer sales tips so they improve.

Regularly reviewing these recordings maintains a consistent flow of opportunities for your sales, marketing, and product teams and other business functions. Marketing gets a hint of what assets they can create, and product teams get actual customer feedback to ideate their future sprints. 

👍 Respect customers’ preferences

If a customer doesn’t want to be recorded, don’t record. But have a process to handle objections, so your normal workflows don’t create a hurdle that prevents customers from having the best possible experience. 

Sales coaching helps your team navigate these situations, amplifying their overall performance.

Related: How To Record Business Calls and Why It Matters

Alternatives To Call Recording

There are several alternatives to phone call recording. Based on your use case, you can decide what would fit the given situation. 

1) Live call monitoring

Supervisors can listen to inbound or outbound calls with call monitoring. Salespeople and customers may or may not be aware of it. Sales leaders use this feature for real-time quality assurance. It motivates sales reps to follow best sales practices. 

If calls go sideways, you can provide real-time guidance to maintain call quality per the company’s standards. 

Here are some notable benefits of live call monitoring:

2) Barge-in

Barge-in functionality allows sales managers to join a call. They can speak to all parties involved in the discussion to assist in a complicated sale. When a call isn’t going as planned, you can correct it with an intervention. 

Below are some of its notable benefits: 

3) Post-call surveys

In a post-call survey, customers receive a call from a company right after talking to their sales rep.

They pick up and hear, “Thanks for speaking with XYZ. How satisfied are you with the call on a scale of one to five? Five being highly satisfied.” They press a number on their phone and give feedback. 

Some companies do these surveys on call, while others send a text message with a link to submit feedback. 

A post-call survey offers many benefits for companies that implement it, including:

4) Sales manager callbacks

These are follow-ups made by a sales manager to the customer after a sales interaction. You can perform them to understand the customer’s experience and resolve unaddressed issues or concerns. 

Several benefits come with sales manager callbacks, including: 

Contact Centers Simplify Call Recording for Sales Teams

Cloud-based contact centers bring the scalability and flexibility of the cloud to sales organizations, allowing you to make, record, log, and analyze phone calls at scale. Here’s a quick overview to get you up to speed on cloud contact centers. 

🧭 Increases efficiency

VoIP phone systems let you record calls and save them for easy access when needed. You can avoid the hassle of running after notes or finding the conversation snippets you sent out to your manager. 

It gives you the context you want at the time you choose. But, of course, only if you have permission to access the recordings. 

Here’s how it increases efficiency: 

🤙 Delivers better customer experiences

VoIP systems let you pair call recording with other alternatives and complements such as live call monitoring or post-call surveys. This improves customers’ experience as you can provide real-time assistance and implement customer feedback as it comes in. 

Call Center QA Example of Call Recording

These factors play a pivotal role in enhancing customer experience: 

🔏 Reduces expenses and increases security

With a VoIP phone system recording calls, you don’t invest significantly to set up a physical infrastructure. It reduces your upfront expense of adopting traditional systems. 

Moreover, VoIP security strictly enforces call encryption and other measures to ensure business communications are safe and secure against threats.

Here are a few other benefits that make a strong case for VoIP phone systems:

🌐 Offers global reach

Cloud-based VoIP services give companies a global reach. You can make calls over the internet to anyone, anywhere, without high costs. Likewise, customers abroad can call you at their local rates, making your business more accessible on a global level. 

Here are a few reasons to consider VoIP if you operate internationally:

Recording Made Simple With Nextiva

Sales call recording tools deliver the knowledge nuggets you need to close more deals. While dialing prospects on your phone or hosting a video demo, use call recordings to refine the sales workflows with valuable insights.

Nextiva’s cloud call center records such sales calls. It makes analysis a breeze and streamlines sales performance management. Taking a route through the cloud is cheaper, more secure, and, most importantly, more adaptable to your team’s needs. 

It comes with enterprise-grade reliability and security paired with ample flexibility to handle calls from NextivaONE

Related: How Call Center Recording Software Is Changing

Sales teams scale faster with Nextiva.

Streamline sales workflows. See how Nextiva helps your team hit quotas.

Alex Doan


Alex Doan

Alex Doan is an experienced senior marketing professional specializing in propelling growth for both B2B and B2C companies. Proficient in streamlining marketing operations for seamless sales transitions, utilizing analytics and consumer insights to achieve measurable outcomes. Committed to enhancing lead and customer experiences through effective journey mapping.

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