Typical applications for call recording Related Articles Typical Roles in a Call Centre – With Job Descriptions Recording Calls In Contact Centres 50 Call Centre Training Tips What to Look for When Buying… A Call Recording Solution © Joeri - Adobe Stock - 335299781 4,953 Filed under - Technology, Call Recording, ContactBabel Reasons for using call recording by vertical market Of those contact centres which use interaction recording, the majority use it for both quality assurance and training purposes, so that the supervisor and the agent can both learn from it. It is encouraging to see 60% of those using call recording solutions are trying to get their senior management involved in what goes on within the contact centre. The finance sector is especially keen to use recording to help with compliance. Reasons for using call recording by type Outbound contact centres are very likely to use call recording for training purposes, although unlike previous years, they are also getting senior management involved in the call-back analysis to improve their sales strategies. Reasons for using call recording by size Larger contact centres are much more likely to get senior management involved in using call recording, and are generally more concerned about quality assurance, legislation and training issues. Overall, these solutions are an integral part of the way in which the majority of contact centres operate. Further Reading Call Recording Case Studies Typical uses for Speech Analytics Call Recording Guidelines How to justify the cost of a Call Recorder Questions to ask your Call Recording Supplier Hosted Call Recording Contributors Steve Morrell of Contact Babel Author: Jonty Pearce Published On: 18th Mar 2010 - Last modified: 11th Aug 2022 Read more about - Technology, Call Recording, ContactBabel Recommended Articles Typical Roles in a Call Centre – With Job Descriptions Recording Calls In Contact Centres 50 Call Centre Training Tips What to Look for When Buying… A Call Recording Solution Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter