IIMPROVE CUSTOMER SERVICE
Recording employee interactions with customers allows managers to evaluate and improve the effectiveness of their customer service policies and the performance of their employees, leading to improved customer satisfaction, increased operational efficiency, reduced costs, and reduced employee turnover.

COMPLY WITH LEGAL OR CONTRACTUAL REQUIREMENTS
In regulated industries, the recording and monitoring of telephone calls gives both the company and its customers a degree of legal protection. Verbal requests or authorizations are recorded in order to insure legal or contractual compliance and to arbitrate disputes that may arise.

IMPROVE SECURITY
Most security threats are created when employees disseminate confidential information, either intentionally or unintentionally. Recording and monitoring telephone calls dramatically improves security by providing an audit trail in case of abuse, and perhaps more importantly, preventing abuse by encouraging employees to rise to a new level of vigilance.