CALL RECORDING
BENEFITS
Everything you need from a call recording system
Whether you run a 5-person team or a 50-seat contact centre, call recording is one of the highest-return features in your Othos PBX.
Dispute resolution
Verbal agreements and commitments are no longer a he-said-she-said situation. Pull up any call in seconds and know exactly what was discussed.
Staff training & QA
Use real calls — good and bad — to coach your team. Identify winning scripts, spot service gaps, and fast-track new staff with authentic examples.
Compliance & audit trail
Keep a timestamped record of every customer interaction. Essential for regulated industries — financial services, healthcare, legal and property.
Instant search & replay
Filter recordings by date, agent, extension or duration. Play back calls directly in your browser — no downloads, no waiting.
Per-extension control
Choose which extensions record all calls, only inbound, or only outbound. Full granular control per user from your Othos admin dashboard.
Paired with call analytics
Combine recordings with your full call reporting dashboard — duration, volume, missed calls, team performance — to see the complete picture.
USE CASES
Which businesses use call recording most?
Any business that relies on telephone communication benefits — but these industries get the most out of it.
Verbal sales commitments, policy explanations and advice discussions must be documented under FAIS and FSCA requirements. Call recording closes that gap automatically.
Identify where calls go wrong, coach agents on difficult interactions, and resolve escalations quickly with an accurate record of what was actually said.
Capture client instructions, scope confirmations and verbal agreements. Use recordings as supporting evidence in billing disputes or scope disagreements.
Record and analyse your top performers' calls. Identify objection-handling techniques that convert, and build a library of training material from real conversations.
Log patient appointment bookings, referral discussions and administrative calls. Reduces miscommunication and supports accurate patient record-keeping.
POPIA & COMPLIANCE
Call recording done right — POPIA considered
Under South Africa's Protection of Personal Information Act (POPIA), businesses that record calls must ensure proper consent, secure storage, and appropriate retention policies. Othos helps you stay on the right side of the legislation.
Calls stored on SA-hosted, encrypted infrastructure
Audit log of who accessed which recordings and when
Per-extension recording toggle for caller consent workflows
Configurable retention periods — keep, archive or delete on schedule
Automated pre-call announcement option ("this call may be recorded")
Admin-only access controls — limit who can play or download recordings
Our team has helped SA businesses in financial services, healthcare and legal set up compliant recording workflows. Chat to us — it's free advice, no obligation.
FAQ
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