Most of the contact centers are depended on the metrics and gathered data to improve customer services and shape excellent customer experience strategies.
Hence, recording calls makes sense. And on the other hand, Communication/ interaction auditing helps businesses to provide sales training, legal support, quality control, capture missed or forgotten details, performance reviews, and much more.
According to a report of "Oak Innovate", around 70% of the businesses believe that phone conversation auditing is essential for legal or compliance reasons. You can also choose qa call center at callcriteria.com/6-roles-of-quality-analysts-for-call-centers-explained/.
Image Source: Google
As per the regulatory guidelines for multi processes & sub-processes contact centers, a total of 100% call recording is mandatory for all the contact centers running in the country.
It helps BPO businesses to comply with strict regulations, pass legal controls, resolve disputes with customers, and protect national security, internal sales training, and customer quality assurance.
But what if they fail to record 100% of the calls?
In this tech-savvy world, most of the time it happens when 3-4% of calls fail to audit due to technical failures or errors. And, this failure turns into an unnecessary penalty and business threat to the company.
Hence, call recording monitoring has become very essential for businesses to reduce financial and business risks.
Therefore, it is very important to develop a strategy for the best customer satisfaction. This goal can be achieved by conversation recording failure notification so that businesses do not miss anything because there are chances that out of every 100 calls, 4-5 calls can fail to witness.