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Call monitoring of sales calls to meet industry needs and regulations

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Call monitoring of sales calls varies widely among industries. In telesales, especially in the financial services industry, you might notice a recording at the beginning of a sales call saying something like, "This call may be monitoring for quality purposes." Recordings are used not just for management purposes, but also for agent training. In healthcare, Health Insurance Portability and Accountability Act (HIPAA) privacy requirements make this more difficult. In face-to-face situations, a manager often accompanies a sales rep on a sales call to evaluate performance.

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This was first published in January 2007

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