Of course, it is necessary to report the recording. The user must be informed that the conversation is going to be recorded and must give explicit consent to the agent to proceed with the recording. The notice to the user must inform about the purpose of the use of the data and the incorporation into a file owned by the company. It is also necessary that you know the rights that you can exercise over said data: access, rectification, cancellation and opposition. Finally, as a company, you must make sure that you can keep the recordings in secure files that respect the LOPD so that no personal information is in danger or can be used for an uninformed purpose.
Now that you know the legal aspects USA Email List of recording calls in a call center, it's time to get down to business. Doing so will allow you to go a step further in internal and training improvements. Send comment 6 call center technologies that are here to stay Feb 21, 2023 | Call centers | 0 Comments Call centers and a switchboard with thousands of cables. Currently a call center is much more sophisticated, physical lines can be saved and it can be operated from anywhere on the planet. All thanks to technology . Today we review the different call center technologies that we have already discussed more extensively in separate articles.
Now you can get to know the idea of the best ones and decide which one to use. The 6 key technologies for a call center in 2023 1.- ACD: the software in charge of receiving, managing and distributing all the calls that arrive at the call center . Your goal is to get every call to the right agent . 2.- IVR: allows users to interact with the call center without the need for an agent. It is the “voice” that guides you through the different departments and asks questions to assess the status of your call. Some are so advanced that they can resolve doubts without the call going through an agent. 3.- CRM: it is a system that manages everything that happens in the call center , from calls with users to calls between agents.