How call recording works

Call recording captures the audio of an inbound call so it can be reviewed after the fact, whether the reason is coaching an agent, verifying what a caller actually said, or checking a charge that looks wrong.

Why recording matters in pay per call

In a model where billing is tied to connected time, a recording is the clearest way to confirm what happened on a specific call. It also does double duty for a sales team: a recording is a coaching tool, letting a manager or owner hear exactly how an agent handled a real call, not a description of it after the fact.

What Callmart's call recording does

Inbound calls on Callmart are recorded, and buyers can review and download available recordings. This applies to calls whether they land in the browser softphone, the iOS app, or a destination number or SIP address the buyer designates.

How teams use recordings

• Reviewing real calls with your team as a coaching tool, listening for what worked in an opening or a close.
• Checking a call against the connected-time billing record before submitting a call dispute.
• Confirming a caller's stated details match what was recorded, when that is relevant to a compliance or licensing question.

What recording does not include

Recording is not the same as live monitoring. Callmart does not offer live listen-in, barge, or whisper on a call in progress, features where a manager listens to or joins a call while it is happening. Recording review always happens after the call has ended.

Where recordings show up in the account

Buyers can review call recordings from their call activity in the workspace, and the iOS app carries the same review capability, listed among its core features alongside managing campaigns and submitting call disputes.

Consent and compliance are the buyer's responsibility

Recording an inbound call touches state consent laws that vary depending on where the caller and the buyer are located. Buyers are responsible for their own compliance with call recording consent laws in the states they operate in. This is general information, not legal advice; confirm your obligations with your own counsel and your state regulator.

What a good recording review habit looks like

Reviewing recordings works best as a regular habit rather than something that only happens after a problem. A manager listening to a sample of calls each week, across different agents and campaigns, builds a much clearer sense of what is actually happening on calls than reacting only when a dispute or a complaint comes up. It also gives agents faster, more specific feedback while a call is still fresh.

A recording is most useful alongside the billing record for the same call, meaning the connected time and the buffer it was measured against. Listening to a call while also seeing exactly when it crossed the buffer connects what you hear to what you were charged, which is a faster way to judge whether a charge looks right than looking at either piece of information alone.

For a manager building a call desk, a library of real recorded calls is more useful than a generic script, because it shows how actual callers respond to actual openings, objections, and closes on your specific campaigns. New agents can listen to strong calls before ever taking one themselves, and struggling agents can be coached against a specific moment in a specific call rather than a vague note about tone.

• How the call was opened and whether it matched the caller's apparent intent.
• Where in the call connected time crossed the buffer for that campaign.
• How objections or hesitation, if any, were handled.

Review

Listening to a recording inside your account without necessarily saving a separate copy.

Download

Saving an available recording to your own device for storage outside the platform.

Common questions