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Glossary

What is call logging?

Call logging is the process of recording telephone conversations between call center agents and customers to evaluate them for reporting, assessment, and performance. It is primarily a quality control measure employed by call center companies to ensure that their call center agents are in compliance with quality control practices enforced by the organization. Studies have proved that call center companies that perform regular call logging activities have much higher customer satisfaction rates. It is an important element for the success of a call center process.

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