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Quality management as a call center industry standard
By Donna Fluss
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.
17 Oct 2006