How to set up and use call recording in Cloudtalk to improve quality assurance

If you manage a customer support or sales team, you know “quality assurance” isn’t just a buzzword — it’s the difference between happy customers and angry ones. Call recording can help, but only if you set it up right and actually use it. This guide is for team leads, ops folks, and anyone who wants to get real value (not just more data) out of Cloudtalk’s call recording features.

Let’s skip the fluff. Here’s how to set it up, what to watch out for, and how to make call recordings actually matter for your team.


1. Why Bother With Call Recording?

Before you dive in, ask yourself: what are you really trying to improve? Call recording isn’t magic. It gives you a way to:

  • Check if agents follow scripts or processes
  • Catch knowledge gaps or repeated mistakes
  • Coach with real examples (not just “I heard you sounded off”)
  • Prove what was actually said if a dispute pops up

But don’t expect it to fix everything. If you’re not going to review calls or give feedback, the recordings will just collect digital dust.


2. What You Need Before You Start

Setting up call recording in Cloudtalk is pretty straightforward, but here’s what you should have ready:

  • Admin access to Cloudtalk: Only admins can change recording settings.
  • A plan that includes call recording: Not all plans do. Double-check.
  • Legal sign-off: Recording calls comes with privacy rules, especially if you have customers in different states or countries. Don’t skip this — fines for illegal call recording are no joke.
  • Storage strategy: Recordings can eat up space fast. Know where they’ll live and how long you’ll keep them.

Pro tip: If you’re not sure about the legal stuff, talk to your legal team or look up your local laws. “Two-party consent” is a big deal in some places.


3. Step-by-Step: Setting Up Call Recording in Cloudtalk

Step 1: Log In and Head to Settings

  • Sign in as an admin to the Cloudtalk dashboard.
  • Go to Account Settings.
  • Find the Call Recording section (sometimes under “Numbers” or “Features,” depending on your setup).

Step 2: Choose What to Record

Cloudtalk lets you record:

  • All calls (incoming & outgoing)
  • Only incoming or only outgoing
  • By specific numbers or teams

What works: Start broad if you’re new to QA. Record everything, then narrow it down if you’re drowning in files or only need certain calls.

What to ignore: Don’t bother recording internal calls unless you’re troubleshooting internal training. They rarely matter for QA.

Step 3: Set Up Consent Notifications

You need to let people know they’re being recorded (again, legal reasons).

  • Cloudtalk lets you add a pre-recorded message: “This call may be recorded for quality assurance.”
  • Upload your own or use the default.
  • Make sure it plays before the call connects, not after. (Yes, people mess this up.)

Step 4: Save and Test

  • Save your settings.
  • Make a test call to confirm:
  • The consent message plays.
  • The call records.
  • You can find and play back the recording in the dashboard.

If anything’s off, double-check your permissions and that the right numbers are selected.


4. Managing Call Recordings: Storage, Access, and Deletion

Storage

  • Cloudtalk storage: By default, recordings are stored in Cloudtalk’s cloud. Check your plan for limits (some cap storage at 6 or 12 months).
  • Download options: You can export recordings for backup or offline review.
  • Integrations: Cloudtalk can connect with CRMs or cloud drives (like Dropbox or Google Drive) for easier access. Worth setting up if you review a lot of calls.

Access Controls

  • Only admins (and sometimes managers) can access all recordings. You can give specific agents access — but be careful with this.
  • Sensitive calls (e.g., payment info, HR) should be restricted or not recorded at all.

Deletion

  • Set up automatic deletion to comply with privacy laws (GDPR, CCPA, etc.).
  • Don’t keep recordings “just in case.” If you don’t need them, delete them after your review period.

5. Reviewing Recordings for Quality Assurance

Recording calls is useless if no one listens to them. Here’s what actually works:

Make It Routine, Not Random

  • Sample regularly: Pick a few calls per agent each week. Don’t just review when there’s a complaint.
  • Mix it up: Include both “good” and “bad” calls. Sometimes you’ll learn more from what went right.

Use a Simple Scorecard

Don’t overcomplicate. A basic checklist works:

  • Did the agent greet the customer properly?
  • Did they follow the process?
  • Was info accurate?
  • Did they close the call professionally?

You can use a spreadsheet, a Google Form, or Cloudtalk’s built-in notes. The tool matters less than actually using it.

Coaching, Not Policing

  • Share specific clips with agents for feedback. “Here’s a great example of how to handle a tricky customer.”
  • Avoid using recordings only for “gotchas.” If people feel spied on, they’ll find ways around it (trust me).

What Doesn’t Work

  • Listening to every call: You’ll burn out, and so will your team.
  • Using AI scoring as a crutch: Some tools promise “automatic QA.” They’re getting better, but still miss context. Use AI to flag calls, but always do a human review.

6. Privacy, Compliance, and Common Pitfalls

The Legal Stuff

  • Always notify: That pre-recorded message isn’t optional.
  • International calls: If you take calls from different countries, follow the strictest rule.
  • Sensitive data: Pause or avoid recording during payment/SSN collection.

Common Mistakes

  • Forgetting to update scripts: If your team uses a script, make sure it matches what the caller hears (“this call may be recorded”).
  • Letting storage get out of hand: Set up deletion schedules. Don’t pay for old recordings you’ll never use.
  • Ignoring agent pushback: Some folks hate being recorded. Be clear it’s about improvement, not punishment.

7. Making Call Recordings Actually Useful

Here’s how teams get real value:

  • Use recordings for onboarding new hires (“Listen to these 3 great calls”).
  • Build a library of “best and worst” calls for training.
  • Track common pain points and update your FAQ or scripts.
  • Set up regular team reviews — not to shame, but to learn together.

And if you start to feel overwhelmed — too many recordings, too little time — step back. What’s the one thing you want to improve this month? Focus there.


Keep It Simple — and Keep Improving

Call recording in Cloudtalk can help you spot problems, coach better, and protect your team — but only if you use it with intention. Don’t get bogged down in “analyzing everything” or chasing fancy features. Start simple, review a handful of calls each week, and build from there. Quality assurance isn’t a one-time fix, but it’s a lot easier when you can actually hear what’s happening on the phones.