Call recording & call tracking
CRM Dialer attaches call recordings, call logs and outcomes to the lead they belong to, so a manager can hear what was promised and see what happened next. We are also upfront about what Android allows, so you know what to expect before you roll out.
Recordings · today synced 2 min ago
Rahul → Kavya M.
Pooja → Imran A.
Aman → Leela V.
01Call recording sync
In most telecalling teams, recordings sit in a folder on each telecaller's phone. When a buyer says "your executive promised a 5% discount", the manager has to borrow the phone, scroll through hundreds of files and hope the right one is still there.
CRM Dialer syncs those recordings to the cloud and attaches each one to the call and lead it belongs to. Open the lead, see the call history, press play. The disposition, notes and follow-up the telecaller logged sit right next to the audio.
On supported Android devices, the recordings come from the phone's built-in call recorder. On cloud lines, every call can be recorded on the server, with no dependence on the handset; see call center software for how cloud calling works.
Recordings · today synced 2 min ago
Rahul → Kavya M.
Pooja → Imran A.
Aman → Leela V.
03Setup
During onboarding, confirm that each phone's built-in dialer supports call recording and switch on automatic recording. Our team helps you check, so you know early which team members need a different handset or a cloud line.
When the telecaller dials a lead, from the power dialer or by hand, the phone's own recorder saves the call as it normally would.
CRM Dialer uploads the recording and matches it to the right call log entry and lead. The disposition and notes the telecaller logged stay attached.
Recordings appear in the lead timeline and in a call list you can filter by agent, outcome or date. Access depends on the user's role.
04Use cases
Pick five calls per agent per week: two marked Interested, two marked Not interested, one long call. Listen for the opening, the questions asked and how objections were handled. Patterns show up fast, and feedback lands better with the actual call to point to.
Build a library of strong calls for each stage, like the first call to a portal lead or the site-visit confirmation, and let new telecallers listen before they dial.
When a customer and a telecaller remember a promise differently, the recording settles it in a minute.
A senior counsellor or closer can hear the qualifying call before calling back, instead of asking the lead to repeat everything.
Spot calls marked "Not reachable" that lasted three minutes, or "Interested" calls that lasted ten seconds.
05Call tracking & analytics
Recordings tell you how a call went. Call tracking tells you whether the calls happened at all. CRM Dialer reads the call log on each telecaller's Android phone and records every call to and from a lead: outgoing, incoming, missed, rejected and connected, with duration and time.
That turns into reports a sales manager can use at 11 am, not at month end. Who has made how many calls, how much talk time each person has, what share of attempts connected, and how long new leads waited before their first call. A leaderboard keeps it visible to the team, and working-hours reports show when each person started and stopped calling.
Missed incoming calls from leads are flagged for callback, so a buyer who rang back during lunch does not wait until tomorrow. For tips on setting targets from these numbers, read our telecalling productivity guide.
Talk time vs target · this week target 90 min/day
06Metrics
07Disclosure & privacy
India does not have an explicit one-party or two-party consent rule for call recording, and legal commentary generally recommends telling the other person the call may be recorded and why (BNB Legal). Treat that as guidance, not a rule book. CRM Dialer can prompt telecallers with a short disclosure line at the start of each call, and your lead forms can carry a notice such as "We will call you about your enquiry; calls may be recorded for quality and training."
A voice recording can identify a person, so it is personal data under the Digital Personal Data Protection Act, 2023. The DPDP Rules were notified in November 2025, with most obligations applying after an 18-month transition, around May 2027 (The Week). In practice that means a clear purpose for recording, reasonable security, and deleting recordings once the purpose is over or consent is withdrawn.
Your business is the data fiduciary; CRM Dialer acts as your data processor. We support your duties with role-based access to recordings, an audit log, and export and deletion tools. Set a retention period that matches why you record, and stick to it. See our compliance guide for the wider picture. This is general information, not legal advice.
FAQ
No, and you should be wary of any Android app that claims it does. Google Play bars third-party apps from recording call audio. CRM Dialer syncs recordings made by the phone's built-in recorder on supported Android devices. For recording on every call regardless of handset, use cloud calling on the Scale plan.
Test each handset during onboarding: make a call, then check the recording appears on the lead. Our team can help. Support depends on the brand, model, Android version and the dialer app the phone ships with. Try it during the 14-day free trial before you commit; see pricing.
Call recording is widely practised by Indian businesses, and the common recommendation is to disclose it and state the purpose. Recordings are personal data, so DPDP Act duties such as purpose limitation, security and deletion apply. Take advice from your own counsel; this is not legal advice.
Yes. Call logs, durations, outcomes and all the reports work on Android phones regardless of recording support. Recording sync is an extra layer on top.
You decide by role. A common setup lets telecallers hear only their own calls, team leads hear their team's, and admins hear everything. Downloading and deleting can be restricted further.