The app also feeds DNC information to all of your offices. CCI s DNC names come from its Telestop service. To see if your center conforms to these laws and regulations, you may need an expert outside consultantto thoroughly review them. Electronic monitoring laws impose new restrictions on inbound call center operations. Usually, the only option a caller who does not wish to be monitores has is to hang up.
Agents have no control over monitoring.
This system lets the agent initiate the monitoring, and gives the caller the opportunity to opt out of being recorded while allowing them to continue with the call. The agent can also block the system from automatically monitoring the call. Witness 6.0, out early next year, will also have a rules-based customization feature. This will let you install a monitoring opt-out selection that you can install within your IVR menu. You can either terminate the call or continue without recording, depending on your policy.