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Call quality monitoring and audits play a major role in workforce management of call centers. Poor agent performance has an impact on the company's overall sales and productivity. Statistics show that around 86% of consumers quit doing business with a company due to bad customer experience. Most customers turn to social media when they have positive or negative customer experience which is why it is crucial to monitor the performance of your frontline representatives. In today's age, remote access to call recordings is necessary for a call center company for the continuous management of a productive workforce. This is especially important if your business has outsourced call centers so you can monitor the productivity and performance of the call center first-hand. Real-time monitoring and audits allow a business owner to measure the quality of service rendered to customers. The importance of remote access to call recordings goes beyond making sure that your agents are doing t