In democracies like India or the USA , legalized phone tapping by police or recognized state authority is other wise known as lawful interception. Phone tapping can be divided into two types –passive and active phone tapping. Passive phone tapping is done to gauge the flow and gain knowledge. Active phone tapping concentrates on attempts to alter the data or affect the flow of data.

Phone taps can be used to benefit the contact centers by automating the call recording operations. In call centers, the core operations take place through the telephone. Phone tapping can form the backbone of call evaluation systems of the workforce. Phone taps can also be of excellent service in the field of sales verification. In case of sales verification, phone taps lead to sharing and communication of critical information. Normally, in a sales call, the recording is never listened to, unless there is an argument about the transaction.  By recording all conversations, the customers' agreement to an order or charges is captured and the authenticity of the sales is also verified.

60% of all business transactions take place over the phone. This very statistic underlines the importance of initiating call recording solutions through phone tapping in a business organization. Call logging devices can smoothen the customer – agent interaction and facilitate better call management .In this competitive environment, call centers (or the BPO industry) need a practical and ready to use tool to guarantee customer satisfaction. A turnkey solution in this scenario can just be the thing to improve the productivity and efficiency of the teleservice agencies.