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Did they use call recording?
We’re curious - did Norwich Union and the police use call recordings to help convict this call centre worker?
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http://www.thestar.co.uk/news/Call-centre-worker39s-3m-supplying.5461634.jp
Why recording calls is a good idea
Companies are often at a loss to understand why recording calls is a good idea. Here’s a clear case where the failure to record a call has:
left a company unable to prove concretely how its staff member acted on the phone
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exposed the company to a complaint and possible lawsuit from its customer
left the company with [...]