If you’ve ever been on the phone to your bank or other agency and heard the phrase “Your call is being monitored for quality assurance…” then you know what call recording is. Call centers record conversations for a number of reasons – to create training aids for new agents, as a pre-emptive measure for dispute resolution, and as a genuine quality assurance aid.
Generally, callers must be notified that their call is being recording, and they provide implicit consent to having the call recorded by staying on the line and continuing with the call.
