Although one of the earliest patents for voice recording was filed in 1903, call recording did not become popular until the magnetic tape was invented, and gained ground even further in the early 1990s with the development of the digital recorder. On average, more than 68% of a customer’s interaction with a company is via phone, and call recording software is used to monitor and evaluate these conversations.
Call recording can be useful for gleaning information about a company’s target customer base, assessing operator performance for quality assurance purposes, maintaining compliance in highly regulated industries such as financial services, and more. Today, call recording is primarily associated with the call center industry.
This white paper will explore the following: