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What is a Voice Logger?

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  • Written By: Malcolm Tatum
  • Edited By: Bronwyn Harris
  • Last Modified Date: 08 November 2016
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    Conjecture Corporation
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Voice loggers are simple voice recording devices that are used in a number of business settings. Also known as a telephone recorder, the voice logger is used by many corporations to log and record discussions between clients and customer service personnel, salespeople and prospective clients, and also any telephone communication desired by the corporation. Emergency support systems, police departments and other public service organizations also frequently make use of voice logging recorders as part of basic operations.

There are two basic designs for the voice logger. One design is known as a vox mode recording format. This approach is often used for surveillance situations, as the recording process only initiates when the equipment picks up sound. Use of this type of voice logger is often preferred, as it eliminates the need to move through long periods of silence that may have occurred in between conversations.

A second option is the non-vox design. This is the most basic, and the oldest, type of voice logger technology. Here, the recording process is initiated and continues until the process is stopped, either manually or after a predetermined duration. Since this method does not rely on voice activation to trigger the recording process, this type of equipment creates an accurate record of how much time elapsed between active conversations.

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Businesses sometimes use a voice logger as part of the training process for new salespeople or customer service personnel. As the new hire assumes his or her responsibilities, the logger may be used to ensure that the individual is following company policies and procedures when dealing with clients or prospective clients. The data obtained from the recording can be used to help refine and enhance the performance of the employee during those first few months of employment, helping to ingrain positive habits in the mind of the employee.

It is not unusual for a business to also use voice logger equipment when there is some suspicion of unprofessional behavior on the part of an employee. With this application, it is possible to determine if there is a need for corrective action, or if the employee is conducting contacts with fellow employees, customers, vendors, and anyone else that he or she speaks with during the course of the work day. Most employee contracts address the issue of recording telephone conversations, and provide the employer with the right to engage in call monitoring as often as desired.

The voice logger can also be used to create permanent records of verbal exchanges, such as when someone calls into an emergency help line. In the United States, the 911 system in most parts of the country routinely record each inbound call to the system. This precaution makes it very easy to review details of the call at a later date, a factor that can be very helpful to law enforcement.

Many countries around the world require that all parties involved in a telephone conversation be aware that a voice logger is in use. While procedures vary, it is not unusual for automated recordings to alert callers that there is the possibility of the exchange being recorded, or for the telephone equipment to emit a short beep at regular intervals, letting caller know the conversation is being recorded. When a caller has received notice of the use of the call logger, choosing to remain on the line is seen as implied consent to be recorded.

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Markerrag
Post 2

@Logicfest -- regardless of what the law is, a lot of companies do inform people there is a chance they will be recorded. A good number of customer service desks work that way.

Better safe than sorry, right?

enobles
Post 1

In a lot of states, though, the laws on recording conversations are strange. A common requirement, for example, is that recording a conversation is fine so long as one party to the conversation knows about the recording.

In other words, the person who records can be the only one who knows about the recording taking place and that is fine and dandy. Seems a bit absurd, but that's a very common law.

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