Thursday, March 22, 2007

What's the most frequent use for call recording: quality assurance or liability / verification?

We asked this question to a diverse group of call center professionals. Among the responses:

"My company does not use call recording software; however, we often find the need to partner with entities that do supply such capabilities for our customer base. We sell solutions that provide E911 support for Enterprise customers. Being that a 911 call more then likely is some sort of emergency, most customers have strict requirements for call recording. In these cases, I would assume the need will be much more for liability protection, though I could also see need to review 911 calls from a training perspective." - e911 solution provider

"Most catalog companies I’ve spoken to are heavily into sales and customer service, so training seems to be the most important issue." - Call Recording Sales Executive

"Some are recording sales confirmations for high ticket items but for the most part they capture unique identifiers as a means of certifying the purchase." - Call Center Consultant

"I’ve found that most catalog centers I’ve reached out to have expressed a need for employee development vs. legal/liability recording," - Regional Sales Manager, Call Center Recording Solutions

"Depends on the industry, of course. For catalog companies, it's definitely QA" - Call Center Software Programmer

"It would seem to me that certain e-commerce industries, such as catalog companies, would definitely start out call recording to help meet their quality initiatives, but I could see more and more of them starting to record all calls for liability reasons and dispute resolution. They definitely need to encrypt calls if they are accepting credit card orders over the phone." - Marketing Executive

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