Recording and Monitoring Call Center Transactions
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Overview: There are so many call centers in the US, ranging from as few as 5-10 seats to as many as several thousand, it is impossible to know exactly how many or what percentage of call centers use recording and monitoring. However, it is clear that larger call centers and the call centers of larger companies use recording and monitoring and that that usage is growing significantly. The purpose is to offer a perspective on the benefits and disadvantages of call recording and monitoring in the call center.