Call Logging without Caller-Disturbance

Call logging is one of the best ways for call centers to ensure quality. However, one needs prior approval of the caller. Clarity introduces a system which by-passes this problem.

The recording of telephone calls for quality control offers several advantages. The supervisor can collect a random and unbiased sample of conversations and can review and analyze them with the agent without any time pressure. However, the call center operator needs to attain a prior approval of the agent and the caller. While the consent of the staff can be achieved by a company agreement, it is difficult to get the approval of the caller, especially in the case of first contact. In practice, this problem is tackled by an announcement saying “Your call may be recorded for training purposes.

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