Keeping tabs on your team's calls isn't about spying—it's about making sure your customers get a good experience, and your agents get better at their jobs. If you're running a small support team, sales group, or any business that talks to folks on the phone, you need some way to record and review calls. That's where Krispcall comes in.
This guide is for people who actually want to set up call recording and monitoring in Krispcall—no fluff, just the steps, with a few real-world tips. Whether you're just getting started or trying to clean up a messy process, this is for you.
Why bother with call recording and monitoring?
- Training: New agents won't get better without hearing what "good" sounds like.
- Quality assurance: You can't fix what you can't hear.
- Dispute resolution: Recordings are your backup when things get messy.
- Compliance: Some industries require it (but check your local laws—seriously).
Just don't overthink it. You don't need a PhD in QA to get value here.
1. Make sure you have the right Krispcall plan
Not every Krispcall plan includes call recording or monitoring. Before you waste time hunting for buttons that aren't there, check your subscription level.
- Call recording: Usually included in most paid plans.
- Live monitoring (or "call whisper/barge"): Often only in higher-tier or enterprise plans.
Pro tip: If you don't see the recording or monitoring options, it's probably your plan. Call Krispcall support or check their feature comparison chart before banging your head against the wall.
2. Set up call recording
a. Enable call recording for your workspace
First, you need to turn on call recording at the admin level.
- Log in as an admin.
- Go to Settings (gear icon, usually top right).
- Find the Call Recording section (sometimes under "Call Settings" or "Compliance").
- Toggle on call recording.
What to watch out for: - Some systems let you record all calls by default; others let you choose which numbers or users. - If you're in a country with strict call recording laws, make sure you're not breaking them. Some places require both parties to consent.
b. Choose your recording mode
Krispcall usually gives you a few choices: - Automatic: Every call gets recorded, period. - On-demand: Agents can hit a button to start/stop recording. - Selective: Only record certain users, numbers, or teams.
Which to pick? - Automatic is easiest for QA, but can be a compliance headache. - On-demand is safer for privacy, but agents forget to hit "record" (trust me). - Selective is for big teams with mixed needs.
Bottom line: Start with automatic if you can, but don't get yourself in legal hot water.
c. Tell your team and customers
Nobody likes surprises—especially not legal departments. Make sure: - Your agents know about the recordings (and how to access them). - Your phone greeting or IVR tells callers that calls may be recorded. ("This call may be recorded for quality assurance purposes" is enough.)
3. Set up call monitoring (listen, whisper, barge)
Call monitoring lets managers listen to live calls, coach agents, or jump in when needed. Krispcall calls this "monitoring," "whisper," or "barge" depending on the level of involvement.
a. Enable monitoring features
- Admin access required. Go to Settings > Call Monitoring (might be under "Supervision" or "Live Monitoring").
- Assign permissions: Decide who can monitor, whisper, or barge. Usually, you want only supervisors or QA folks to have this power.
- Turn on: Enable the monitoring features you want.
What the jargon means: - Listen: You hear the call, but neither party knows. - Whisper: You can talk to your agent, but the customer can't hear you. - Barge: You join the call as a third participant—like a conference call, but uninvited.
b. Test it with a friendly agent
Before you start monitoring "for real," run a couple of test calls with a willing agent. This avoids awkward surprises and helps you explain the process to the team.
Things to check: - Do you see the call in your dashboard? - Can you join, whisper, or barge in as expected? - Does the call quality drop? (It shouldn't, but... always check.)
4. Access and review recorded calls
All the recording in the world is useless if you can't find or use the files later.
a. Where to find recordings
- Go to the Call Logs or Recordings tab in Krispcall.
- Search or filter by:
- Agent name
- Date/time
- Number dialed
You can usually play back recordings right in the app, or download them.
b. Storage limits and retention
- Default retention: Some plans only keep recordings for 30 or 90 days. Check your plan.
- Manual downloads: For critical calls, download them and store somewhere safe.
- Data privacy: Delete recordings when you don't need them. Don't keep stuff "just in case"—it'll come back to bite you.
c. Reviewing for QA
Don't try to listen to every call. Instead: - Sample randomly: Pick a few calls per agent per week. - Use a checklist: Don't invent a new scoring system every time. - Share feedback: Tell agents what went well and where to improve.
Pro tip: Let agents review their own calls too. They'll spot things you miss.
5. Make it part of your workflow, not a “gotcha”
Call recording and monitoring work best when they're normal—not a trap.
- Share recordings in team meetings: Use real examples (the good and the bad).
- Coach, don’t punish: Use recordings to help agents improve, not just to catch mistakes.
- Update your process: As you learn what works, tweak your greeting, scripts, and training.
6. Common pitfalls (and how to avoid them)
- Forgetting about compliance: This is the fastest way to get in trouble. Always check local laws.
- Trying to monitor every call: You'll burn out. Focus on sampling and trends.
- Not telling your team: Leads to resentment and paranoia—be upfront.
- Poor storage management: Recordings take space. Download and archive important ones, delete the rest.
- Ignoring feedback: If you’re collecting all this data and not using it, what’s the point?
What’s actually worth your time (and what isn’t)
Worth it: - Automatic recording (if legal) - Sampling calls for QA - Giving feedback based on real calls - Letting agents self-review
Usually not worth it: - Manual recording (agents forget) - Monitoring 100% of calls - Fancy analytics dashboards you’ll never look at
Keep it simple and iterate
Getting call recording and monitoring right can be a bit of a mess at first. Start small: automatic recording, a few monitored calls per week, simple feedback. Don't drown yourself in data or features you don't need. Make it normal, not nerve-wracking—for you and your team. Once it’s part of your regular workflow, you can always tweak and improve.
If you hit a snag, check Krispcall’s documentation or support, but don’t be afraid to just experiment. You’ll figure out what works for your team faster than any blog post can tell you.