Short answer: If customers know a rep's personal number and the conversations exist only on that phone, some customers may leave when the rep does. To prevent this, the number must belong to the company and call history must be stored in the company's system. dooCall records calls on the company SIM and sends them to the CRM, so the number and history stay even if the rep leaves.
How does the problem arise?
In small and mid-sized businesses reps often work from their personal phone. Customers save that number, chat with the rep on Telegram, and agreements stay verbal.
When the rep leaves:
- Customers keep calling the old number and reach a rep who now works for a competitor.
- Nobody knows what was agreed with whom: discounts, delivery dates, payment terms.
- The new rep calls the customer "from scratch" and has to rebuild trust.
- The manager doesn't even know which customers were lost.
Why isn't a CRM alone enough?
A CRM stores only what is entered into it. If the rep didn't log a call, or logged it briefly, the key details stay in their head. And the number is still their personal one.
So you need three things together:
- A company number: the number customers saved belongs to the company.
- Automatic recording: the conversation is kept regardless of the rep's habits.
- History in the CRM: the recording is linked to the customer record.
How does dooCall help here?
dooCall automatically records every incoming and outgoing call on an Android phone with a company SIM. Recordings are stored encrypted on servers in Uzbekistan and appear in the company cabinet.
- Searching by customer number brings up every conversation.
- With Bitrix24, amoCRM or Odoo connected, the recording lands on the customer record.
- When a rep leaves, the phone and SIM go to the new hire: the customer calls the same number, and the new rep listens to past calls and picks up where things left off.
- Telegram and WhatsApp on that number also stay under company control.
Handover routine when a rep leaves
A good handover isn't done in a day; it follows a routine set up in advance.
- On hiring, the employee gets a work phone, company SIM and dooCall; working with customers from a personal number is not allowed.
- Before the rep leaves, their open deals are listed in the CRM.
- The phone and SIM are handed to the new employee.
- The new employee listens to the last 2–3 calls for each open customer.
- Customers are called from the same number and introduced to their new contact.
- The manager tracks results for these customers for a month.
Is this good for reps too?
Yes, if it's explained well. Recordings protect reps from unfair accusations, make good performance visible, and let a colleague carry on during holidays or sick leave without losing the customer.
Keep work and personal life separate, though: the work phone is for work, personal calls go on a personal phone.
The legal side
Uzbekistan's Law ZRU-547 "On Personal Data" applies. Get written consent from employees, tell customers calls are recorded, state in the employment contract that the work phone and client base belong to the company, and consult a lawyer. This is not legal advice.
Frequently asked questions
Can a rep take the number with them? If the SIM is registered to the company, the number stays with the company. Settle this in your contract with the mobile operator.
Will old recordings disappear? Recordings are stored on the server and can be found in the cabinet.
How much does it cost? 49,000 so'm per phone per month, with a 14-day free trial.
Sources
- dooCall official site: https://doocall.uz
- DLA Piper, Uzbekistan data protection law: https://www.dlapiperdataprotection.com/index.html?t=law&c=UZ
Related: Call recordings in Odoo · Missed calls · Coaching reps with recordings
To connect dooCall and a CRM and keep your client base in the company, send a request or call +998 77 093 00 07.