Call recording is an ideal solution for contact centers to improve both training approaches and customer satisfaction levels. It can be used to create training materials based on actual calls that have transpired in the center, as well as to train individual agents based on their own unique strengths and weaknesses. It can also help to create goals that can be used to improve overall agent performance and work toward improving the customer experience. These are just some of the reasons call recording is so widely employed in call centers around the world today.
However, there are laws that govern the use of recording technology. Understanding call recording laws and their place in the world of the call center will help you make your facility its best - all while staying well within the law.