Quality management as a call center industry standard
By Donna Fluss, President, DMG Consulting LLC
SearchCRM.com
With regard to call types, U.S. regulations are requiring companies to record calls that involve any form of sales, including inbound/outbound and any form of an up-sell or cross-sell. Since customer service is increasingly engaged in up-selling and cross-selling, many companies (particularly in financial services) are recording 100% of their service and sales calls. Additionally, there are very compelling reasons to record collections, fraud and credit calls.
Outside of North America, particularly in Europe, there are a myriad of regulations regarding call recording. Some countries require enterprises to record certain types of calls. In other countries, recording is highly restricted.
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