Abstract

Screen Recording has gained significant importance in Business process outsourcing (BPO) industry. Recording not only serves as legal proof of transactions but also is important for analysis of performance and quality of transaction which leads to satisfaction of customer. Many regulatory requirements enforce BPO industry to record 100 % screen recording along with voice. However, in practice, there are many complex technical and behavioral challenges in achieving cent percent recordings. Partial recording results in heavy penalty and customer dissatisfaction. This study presents in depth analysis of existing process, infrastructure capabilities and technical limitations based on the utilization record sets so far to find out the lacuna at various stages in the screen recording. Furthermore these findings has been analyzed and categorized.