Call recording is done on business calls for three main reasons
New employees need to be coached on the job to improve their customer support skills, and call recording is an efficient way to do this by spot-checking their performance on real calls.
Even long term employees can have problems outside of work that can bleed into their customer support responsibility. Call recording allows this to be monitored and gives the supervisor a tool for showing the employee where performance can be improved.
It makes a big difference whether your customer ordered 100 items or 1000 items.
An increasing number of industries have regulatory reasons and requirements to record calls. The securities industry is one example.
In New Jersey, at least one party must know that the call is being recorded. We recommend that businesses utilizing call recording have their support employees sign an acknowledgement in their employee manual. Such a business might also consider a message before each call such as "This call is being monitored for quality assurance."