Voice logging can act as a very useful business tool in a call center as most of the time agent interaction on phone needs to be recorded for future reference. The selective recording of the same, may save disk space, but can project a very lopsided understanding of call center performance, which could lead to poor strategic decision-making. In contact centers the agent – customer interaction leads to a tacit verbal contract, each time the customer dials a toll free number connecting him to the call center. Therefore, in case of a he said/ she said dispute, the ability to quickly locate and playback the interaction through voice logging, can decrease the company liability. Dispute resolution thus comes into the picture.  Whether it is an order, a message, a medical emergency, or an accusation of improper phone behavior, the voice recording of that call essentially becomes an independent third party account. The “he-said/she-said” disputes mean a situation in which neither party can corroborate their own account of what happened. In most situations the agent is found to be in error. But, the consensus is that in the vast majority of cases, the agent is vindicated and once the aggrieved party hears the recording, the problem resolves itself quickly and with little effort.

Voice logging as an advanced contact center technology also brings to the fore, the question of whether to beep or not to beep! Beeping means the being recorded notification given to the customer of the center and the center's operator. The voice logger can be used to give the customer and agent, knowledge of the interaction. Voice logging can be seen as a friend to improve performance, rather than the extension of a phobia. In case of the higher management of the call centers, voice logging can provide the much needed peace of mind by improving quality control, dispute management and also help in drawing a true picture of the customer-agent interaction.