Common use of Call Recording and Monitoring Clause in Contracts

Call Recording and Monitoring. Contractor shall record all incoming calls for quality control, program integrity and training purposes. Staff at Contractor’s call center shall advise callers that calls may be monitored and recorded for QA purposes. Administrative lines do not need to be recorded. Contractor shall archive the recordings for no fewer than twelve (12) months or as otherwise required by law.

Call Recording and Monitoring. Contractor shall record all incoming calls received by any call center for quality control, program integrity and training purposes. Staff at Contractor’s any Member Services call center and nurse advice line shall advise callers that calls may be monitored and recorded for QA purposes. Administrative lines do not need to be recorded. Contractor shall archive the recordings for no fewer than twelve (12) months or as otherwise required by law.