Glossary
Call recording is the process of recording incoming and outgoing conversations with the customers. Call recording is a law requirement in some jurisdictions.
Call recording isn’t only the law requirement in many jurisdictions, but it is also one of the most vital parts of call center quality assurance as listening to call recording allows to understand the imperfections in agent skills and performance and make needed changes in training program to adapt it to individual needs of the staff and improve their performance quickly.
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