Whatever the vertical a call center serves, Compliance is the essential backbone - from keeping customer data secure, to keeping conversations confidential and furthermore in improving business processes and policies. While many Call Centers choose to record as a way to improve agent performance, many more record to comply with a wide variety of industry and governmental regulations. Even when recording itself is not mandated, the Call Center may record to document their compliance with statutory requirements.
Call recording technology provides contact centers with proof of compliance by recording 100% of inbound and outbound calls and providing accurate records of customer interactions. By utilizing call and data recording, contact centers can gain quick and easy access to an archive of data that can be essential in preventing customer disputes or resolving legal battles.