Many companies find it necessary to record all or some of the calls in their contact centers. This might be because of regulatory requirements such as the Security and Exchange (SEC) and Sarbanes-Oxley (SOX) regulations, requirements of the Financial Services Authority (FS) in the United Kingdom, the Markets in Financial Instruments Directive (MiFID) in Europe, or the Customer Service decree in Brazil.
Many companies also call recordings to train and review their employees’ performance or to ensure accurate record keeping against the possibility of a legal claim by an unsatisfied customer.
