Calls are recorded for a variety of reasons, including:
- Quality assurance: Call recordings can be used to assess the quality of customer service provided by employees. This information can then be used to improve training and procedures.
- Compliance: Call recordings are required by law for compliance purposes. This is to ensure that all interactions with customers are properly documented and that any sensitive information is protected.
- Training: Call recordings can be used to train new employees on how to provide excellent customer service. This is because they can provide a real-world example of how customer interactions should be handled.
- Dispute resolution: If there is a dispute between a customer and the Surgery, call recordings can be used to provide evidence to support either side. This can help to resolve the dispute quickly and fairly.