Short answer: set up call tracking so that every paid call is counted and can be traced to its source, and set up recording only after you understand the consent rules that apply. Recording laws differ by state, and some states require every party on the call to agree. This article is general information, not legal advice, so take advice from a lawyer in your own state before you record any call.
Tracking and recording solve different problems. Tracking tells you where calls come from and how many arrive. Recording lets you hear what was said, which helps with training, disputes and checking that you are billed correctly for calls you buy. Our pricing page explains how calls are charged and confirmed. The rest of this article covers the setup.
What call tracking does
A tracking number forwards calls to your regular phone and keeps a log of each call: the time, the length, the caller's area and the source of the number. With a different tracking number for each source, such as a website, an advertisement or a directory listing, you can see which source produces calls and which produces nothing. Without it, you rely on memory and on what callers say when you ask how they found you, which is often incomplete.
The log is also the basis for checking a bill. If you pay for calls, the log shows how many calls arrived, how long each lasted and from where. If your records and the provider's records differ, you have something to compare.
What to set up first
- A tracking number per source. Keep a short list of which number belongs to which source, and do not reuse numbers between sources.
- Call forwarding that reaches a person. Check the route at the hours you advertise, including evenings and weekends.
- A call log you can export. You should be able to download the list of calls with times, lengths and sources.
- A voicemail and missed-call process. Decide who returns missed calls and how soon.
- A short outcome note after each call. Record whether it was a real request, whether you quoted and whether you won the job.
Why missed calls matter more than you think
A call you do not answer is often a call you will not get back. A person looking for a plumber or a roofer usually calls more than one business. If yours goes to voicemail, they may already have spoken to someone else by the time you return the call. Tracking shows how many calls you missed and at what time of day, which helps you decide when to add coverage or change your hours.
Call recording and the law
In the United States, rules on recording a phone call vary by state. Some states allow recording when one party to the call, such as you, agrees. Others require every party to agree. When the caller is in one state and you are in another, the rules of more than one state may be relevant, and the safer path is usually to follow the stricter rule. Federal rules also exist, and some industries add their own requirements.
Because this area is complicated and changes, do not rely on a general article, including this one. Ask a lawyer who knows the law in your state and the states where your callers are likely to be. Ask specifically what notice you must give, when you must give it, how long you may keep recordings, and who may listen to them.
What a recording notice looks like
A common approach is a short spoken notice at the start of the call, such as a line saying that the call may be recorded for quality or review. This lets the caller continue or hang up. The wording and timing that your state requires may differ, so have your lawyer check the exact words. Do not assume that a sentence on your website is enough, because the caller may never have read it.
We set up tracking and a recording notice in line with the law of the caller's state and the business's state, and we recommend that every business take its own legal advice as well. Calls are tracked and recorded for review where the law allows. A short whisper message is also played to the business before the call connects, so you know the call came through the service.
If you record calls, handle them with care
- Limit who can listen to recordings, and keep access to the people who need it.
- Decide how long you keep them, and delete them on schedule.
- Do not share recordings outside the business without checking the rules first.
- Treat anything a caller says about their home, family or health as private.
- If a caller asks you to stop recording, follow your lawyer's guidance on how to respond.
Using the data without overreading it
Once you have a month or two of call logs, look at the patterns. Which source produced the most calls? Which produced the most real requests? At what time of day do calls arrive that you miss? Keep the conclusions modest. A small number of calls can mislead, and seasons shift demand. Treat the numbers as a guide for the next decision, not as proof of what will happen.
Tracking and recording will not create calls, and they will not close jobs. They give you a clearer picture of what is happening, which helps you answer faster, check what you are billed for and have better conversations with providers. Call volume still depends on the city, the season and the industry, and no result is guaranteed.
If you want to see how tracking and recording are handled with our calls, chat on WhatsApp at +1 (929) 450-3261 and tell us your industry, your city and which state you operate in.