Definition
The practice of recording customer calls for quality assurance, compliance evidence, and agent training purposes.
Cite this definition
"Call Recording", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/CallRecording
Business Importance
Call recording is the raw evidence behind quality scoring, dispute resolution, and compliance audits — combined with automated transcription, it's what makes 100% call auditing feasible instead of relying on a small manual sample.
Industry Examples
A disputed transaction resolved by pulling the recorded call where the customer verbally confirmed the order.
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