Businesses of all shapes and sizes are now presented for the first time with the opportunity to record all calls handled by their contact centers. Instead of having access to only selected samples of calls (often hand picked by your vendor), managers are now able to obtain a full and complete data set. Here’s why businesses that operate call centers should be recording all calls and what you need to know beforehand.
No matter what business you are in you will want the ability to analyze and assess the agents acting as an extension your company. This is where a quality assurance program comes into play, which having a data set of recorded calls is a must. You will now be able to identify the individual strengths and weaknesses of your agents but develop an ongoing training foundation for future success.
Having recorded calls not only aids in measuring the accuracy of the agent answering the call, but the strength of the lead itself. By listening to the call itself you will be able to gain valuable insight into how the customer found you, what their needs are, and any areas left open for improvement.
Once you’ve made the decision to have all your calls recorded you’ll want to make sure your contact center is compliant with all local and federal laws in place. We boiled down everything you need to know as an easy reference guide to keep you informed. Make sure to go over recording compliance with your call center before you dive in.
State By State Recording Laws At A Glance
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