What is Call Recording?

In a contact center or customer service center, a call recording refers to the procedure of recording a conversation between a customer service agent and a customer. Call recording is always done with the consent of the customer.  

Purposes of Call Recording

Contact centers use call recording to:  

• Evaluate agent interactions for quality assurance 

• Monitor agent adherence to scripts and protocols 

• Coach agents on areas for improvement 

• Collect customer and/or call center data