Compliance
What is Call recording?
Call recording is the capture and storage of the audio of a phone conversation for later review, dispute resolution, compliance or training.
Also called: voice recording, call logging
Recording can happen at the telephony layer or inside the calling software. Dual-channel recording, with each party on a separate track, makes later transcription and analysis noticeably more reliable. Lenders, insurers and brokers regulated by RBI, IRDAI and SEBI are commonly expected to keep records of customer calls, and because recordings contain personal data, the DPDP Act 2023 makes purpose and retention worth deciding deliberately.
Recordings are the evidence when a customer disputes what was promised, and the raw material for improving a script. Every Outpero call is recorded and available in the dashboard alongside its transcript, summary and sentiment, so a manager can check exactly what was said without relying on anyone's memory of the call.
What is Call recording?
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Call recording is the capture and storage of the audio of a phone conversation for later review, dispute resolution, compliance or training. Recording can happen at the telephony layer or inside the calling software. Dual-channel recording, with each party on a separate track, makes later transcription and analysis noticeably more reliable. Lenders, insurers and brokers regulated by RBI, IRDAI and SEBI are commonly expected to keep records of customer calls, and because recordings contain personal data, the DPDP Act 2023 makes purpose and retention worth deciding deliberately.
Why does Call recording matter?
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Recordings are the evidence when a customer disputes what was promised, and the raw material for improving a script. Every Outpero call is recorded and available in the dashboard alongside its transcript, summary and sentiment, so a manager can check exactly what was said without relying on anyone's memory of the call.
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