Disputes are settled by listening, not by memory
When a customer says they were promised something, the call is found by number, date or agent and played back in seconds.
Call Recording & Quality Management
Recordings you can find, control and learn from.
On-demand, always-on or queue-based recording with the caller announcement configured with you, retention rules you set, access by role, and QA scorecards that turn listening into coaching.
- On-demand, always-on or per-queue
- Retention and access set with you
- QA scorecards and coaching notes
Example
Calls by hourToday
96%Answered
0:42Avg. wait
7Missed
3%Abandoned
791113151719
Peak at 9–10 a.m. — add one agent
3CTel Call Recording & Quality Management records business calls on-demand, always-on or per queue, with the caller announcement configured with the customer. Retention periods and role-based access are set during planning, agents can pause and resume for sensitive details, and supervisors review calls with QA scorecards and coaching notes. Recordings can be searched, exported and placed on legal hold as part of the customer’s own practice.
What changes for your business.
Recording practice is deliberate, not accidental
Which calls are recorded, who is told, who can listen and how long files are kept are decisions made with you and enforced by the platform.
Quality becomes measurable
Scorecards give supervisors a consistent way to review calls, so feedback is based on the same criteria for every agent.
Coaching has a record
Notes attached to a call and a score show what was discussed and what improved, from one review to the next.
Core capabilities.
On-demand, always-on and queue-based recording
Record everything on selected users or queues, let agents start recording from a key when needed, or combine both by department.
Recording announcement
Canadian law generally requires that callers be informed that a call is recorded; 3CTel configures the announcement with you, in English and French, per menu or queue.
Pause and resume
Agents pause recording while a customer reads a card number or other sensitive detail, and resume with a key or automatically after a set time.
Retention set with the customer
Retention periods are decided with you by queue or department; recordings are removed automatically when the period ends unless placed on hold.
Access by role
Who can listen, download, score or delete is set per role, and every access to a recording is logged.
QA scorecards
Scorecards built around your own criteria — greeting, verification, resolution, closing — with weighted sections and pass thresholds.
Coaching notes and review workflow
Supervisors attach timestamped notes, share a review with the agent, and track acknowledgement and follow-up.
Search, export and legal hold
Find recordings by number, agent, queue, date or tag; export for a request; and flag a call as on hold so it is kept past its retention date while a matter is open.
Common use cases.
Contact Centre running weekly QA
Supervisors review a sample of queue calls per agent against a scorecard, then hold a short coaching session with the notes in front of them.
Financial or insurance office documenting instructions
Always-on recording for advisory lines keeps a record of what the client asked for, with retention and access agreed with the compliance lead.
Service desk resolving “you told me” disputes
On-demand recording is enabled for support, and the call is pulled by ticket number when a customer disputes what was said.
Sales team onboarding new reps
Managers tag strong calls as examples and review new reps’ first calls with the scorecard to shorten ramp-up.
AI review of recordings with conversation intelligence
Conversation intelligence turns each recording into a summary, a transcript and sentiment or keyword flags, so supervisors review the calls that matter rather than sampling at random, and an AI workflow files the summary against the contact.
Setup and migration.
Recording touches privacy, storage and people, so the setup is a set of decisions made with you before anything is switched on.
Decide what is recorded
We map which users, queues and menus record always-on, on-demand or not at all, and where pause and resume is needed.
Configure the announcement
The caller announcement wording is written with you in English and French and placed before the relevant queues and extensions.
Set retention and access
Retention periods, role permissions, download rights and legal-hold practice are configured and documented for your records.
Build scorecards and train supervisors
Your quality criteria become scorecards, supervisors learn the review workflow, and coaching notes are tested on real calls before rollout.
AI in this product
AI on recorded calls
Recordings become searchable, summarized and reviewable, with the recording announcement configured with you as Canadian law generally requires.
Transcripts you can search
Every recorded call is transcribed in English or French, so a name, an order number or a phrase can be found across recordings without listening to them.
Summaries, sentiment and topics
Each recording gets a short summary, a sentiment reading and topic tags, and those can be filed to a CRM or helpdesk record where a connection is scoped.
Quality review suggestions
Calls that fit criteria you set, such as long holds, escalations or a script step skipped, are flagged for supervisor review with the relevant moment marked.
Common questions, answered directly.
What is the difference between on-demand and always-on call recording?
Always-on recording captures every call on a selected user, queue or menu automatically. On-demand recording starts only when an agent presses a key or the platform triggers it, which suits teams that record occasionally, such as for a dispute or an order confirmation. Both can run in the same account, assigned by department, and both follow the same announcement, retention and access rules.
How does quality management work with call recordings?
Supervisors pull a sample of recorded calls per agent and score each against a scorecard built on your criteria. Timestamped coaching notes are attached to the recording, the review is shared with the agent, and acknowledgement is tracked. Over time, scores by agent, queue and criterion show where training helps most. The workflow is set up with you during planning.
How should a business handle retention and legal hold for call recordings?
Decide a retention period per queue or department, based on why the calls are recorded and your own policy, and let the platform delete recordings automatically when it ends. When a complaint or legal matter is open, flag the related calls as on hold so they are kept past the retention date. Document the practice and review it with your advisors. 3CTel configures the rules you choose.
Learn more
- Call recordingWhen recording helps, how callers and staff are informed, and how access and retention are set.
- Call recordingCapturing and storing business calls for training, quality review and record-keeping.
- Customer serviceThe phone workflow behind a support desk that answers, follows up and improves.
- High Call Volume TeamsQueues, callbacks and analytics for teams that are always busy.
- Financial ServicesAdvisor direct lines, call records and seasonal capacity for financial offices.
- Contact centre softwareQueues, skills, callbacks, wallboards and reporting for teams of 5 to 50.
Learn more
Works with the tools you already use.
Integrations are scoped during planning based on your systems; availability is confirmed before activation.
- SalesforceCRM
- HubSpotCRM
- ZendeskHelpdesk
- FreshdeskHelpdesk
- Zoho CRMCRM
- Broker management systemsInsurance
- Webhooks & APICustom
Related products.
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Queues, routing and supervision for teams that live on the phone.
Learn more: Contact CentreCall Analytics
See what your phone traffic is actually doing — and staff for it.
Learn more: Call AnalyticsBusiness Phone
Reliable calling with routing your team will actually use.
Learn more: Business PhoneAI Receptionist
Answers, understands and books — in English and French.
Learn more: AI ReceptionistFrequently asked questions.
Canadian law generally requires that callers be informed that a call is recorded. 3CTel configures the announcement with you, in the languages your callers use, and places it before the recorded portion of the call. Your organization remains responsible for its own recording practices.
Yes. Recording can be always-on for selected queues or users, on-demand from a key for others, or off entirely. The mix is decided by department during planning.
As long as you decide. Retention is set with you by queue or department, and recordings are deleted automatically at the end of the period unless a legal hold has been placed on them.
Only the roles you allow. Listening, downloading, scoring and deleting are separate permissions, and each access is logged so you can see who played what.
Yes. Agents pause from a key or the app while sensitive details are read, and recording resumes on command or after a set interval. Automatic pausing tied to a payment step can be scoped where your systems support it.
A scorecard is a structured review form applied to a recorded call: sections such as greeting, verification and resolution, each weighted, with a pass threshold. It makes reviews consistent across supervisors and gives agents clear, comparable feedback.
Decide your recording practice with a specialist.
We will map what to record, the announcement, retention and scorecards, then build it on a test number before it goes live.