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call logging

Definition

call logging

Call logging (also known as call recording or call monitoring) is the practice of listening to, recording and assessing interactions between call center agents and callers. These practice is used for staff training and development, customer quality control and liability protection.

Contact center applications that use call recording include:

Order verification
Security and safety
Customer service

Contact centers that implement call recording, logging and monitoring often see an increase in productivity, improved AHT (average handle time) and better customer relations.

Related glossary terms: talking translator, workforce optimization (WFO) software, knowledge base, Interactive Voice Response (IVR), click-to-callback, ANI (Automatic Number Identification), call center, do not call list, callback messaging, help desk

This was last updated in October 2006

Posted by: Margaret Rouse

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- Line 56.com offers an article about quality management in contact centers.

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