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.

This was last updated in October 2006
Posted by: Margaret Rouse
View the next item in this Essential Guide: first call resolution (FCR) or view the full guide: A guide to call center metrics

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