CALL RECORDING

Record all incoming and outgoing calls in order to ensure a higher quality customer service and more effective sales.

  • Listening to recorded sales and service calls enables you to analyse the reasons behind the successes and failures and distinguish the best performing sales arguments.
  • Important details of business calls and phone meetings will not be lost.

Monthly fee of Call recording for one number where recordings will be saved to

  • for 10 days: €6.39
  • for 60 days: €12.78

The prices do not include VAT

START ORDERING

All you need is Business phone service in order to start using Call recording. If your company is not yet using this VoIP technology-based service, please contact us by calling 1551 or sending an e-mail to arikliendid@telia.ee.


INSTRUCTIONS

Here you can watch videos on how to activate Call recording with a few simple steps and read about the configuration of the Business phone.

 

SERVICE TERMS AND CONDITIONS

Call recording is legal under Estonian law but it would be good to be informed on a couple of matters when using this service.

What legal aspects must be taken into account in connection with call recording?

Call recording is a legal activity under Estonian law if the notification obligation of the recording and other legal requirements have been met.

In order to avoid any conflict with the law, we recommend clients who have ordered the call recording service to follow the principles that have been set out in the guide "Telefonikõnede salvestamise lubatavus" (Admissibility of telephone recording) of the Data Protection Inspectorate.

In brief, the following must be taken into account in connection with call recording:

  • Call recording must have a specific and reasonable purpose (e.g. improvement of customer service, subsequent proof of transactions concluded by telephone, etc.) and call recording must be required in order to fulfil set purpose. Recording "just in case" is not in accordance with the law.
  • The company's employees whose calls are to be recorded must be notified beforehand.
  • Private companies are allowed to record calls based on the prior consent of the other party of the call or under the contract concluded with the client. This requirement applies to both incoming and outgoing calls. The easiest way is to add a prior notification at the beginning of the call which informs the other party of the fact that their call will be recorded. Depending on the situation (e.g. in case calls only include the consultation service of contractual clients) the most suitable solution might be to determine the consent in the contract concluded with the client. Specific rules that apply to the public sector are set out in the Data Protection Inspectorate's guide.