Call recording is a common call center practice. Call recording can be a valuable tool, but it must be used carefully. The burden is on the call center to make it a priority to be compliant with all relevant call recording laws, rules and regulations. Failing to do so can have significant consequences, including fines and legal action. This post is designed to provide a basic background on call center call recording and to point call center managers in the direction of resources.
Call recording is the process by which inbound and/or outbound calls to a call center are recorded. This may include the use of functionalities like manually pausing and resuming live recordings by the agent from the call center software interface. The recorded files are often stored within the call center software database after the call ends for either a discrete or indefinite amount of time.
Why is call recording used in call centers?
Call center call recording is a widespread practice across industries. So much so that many callers are familiar with the call center greeting that states, “This call may be monitored or recorded for quality assurance purposes.”
That disclaimer hits at the heart of call recording’s purpose: quality assurance. Call recording can enable call center managers and agents to review the content of calls to analyze performance, determine best practices and identify any compliance issues. This may help in better meeting the needs of customers, ensuring that the team remains compliant with regulatory guidelines and improving customer service quality.
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