The Aftermarket Co.'s implementation of a new voice recording system developed by NICE Systems Ltd. for call center monitoring is scheduled to begin this month, the teleservices agency said.
The system records voice interactions between agents and consumers and marks the phone number, time and date of each call. Initially, Aftermarket will have capacity to store all calls over the next two years but may expand the system in the future.
Aftermarket will use the recordings to improve script writing and consultant training, said Steve Pittendrigh, Aftermarket CEO. The recordings also will be useful for legal review because the technology does not allow for editing.
Financial details of the contract between Aftermarket and NICE Systems were not disclosed.
