The Big Business of Protecting Call Centers from Litigation

With more regulations surrounding communications, and a society comfortable with frivolous lawsuits, logging and recording calls may be the only way to protect a contact center from lawsuits and keep it in compliance.

More and more call centers are coming to that realization, fueling a boom in revenues for companies that provide the software to make recording possible. Firms like Dictaphone, eTalk, NICE Systems and Witness Systems have been seeing business increases, Frost & Sullivan analyst Seema Lall told NewsFactor.

“There is definitely a lot of traction right now,” she said. “There are many benefits to recording, and that’s driving market growth.”

Even just a few years ago, many call centers were pondering whether to implement full or selective recording. But with the amount of protection that logging and recording can provide, these markets have converged, said Lall.

Many centers are now doing full recording as insurance against lawsuits as well as for enhancing agent quality and optimizing call center performance, she noted.

For this complete story, please visit The Big Business of Protecting Call Centers from Litigation.