Introduction - Help with the Call Monitoring Process

A complete call recording and quality monitoring solution should be designed to satisfy a multitude of needs across many industries.

Over the years the term "Call Recording" has evolved to mean many different things to different industries.

An Emergency 911 center for example may define call recording as "The ability to capture and catalog every phone transaction made or received by the center for legal and liability reasons".

A Financial Institution may define call recording as "The ability to capture and catalog every phone transaction for verification and billing purposes".

A Customer Contact Center may define call recording as "The ability to capture a sample of calls, with attached screen activity and enterprise data, for quality assurance and efficiency improvement purposes".

Of course these are only examples and in real life the exact reasons for call recording differ from company to company, even within the same industry.

A winning call quality monitoring solution should be designed with flexibility in mind and may be configured for Legal Liability Recording, Verification Recording, Quality Assurance or a combination of all three.

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Call Monitoring defined on Answers.com:
A call center feature that lets managers listen in on agents' calls in order to improve agent performance. Also called "agent monitoring" and "call logging," it can be done in realtime with or without the agent's knowledge, or calls can be recorded for later retrieval.

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