Business calls are recorded for quality purposes and training purpose. mostly two reasons are important for recording the business calls for call center/BPO

First Reason: Improving services and products for customers is a true goal of every business outsourcing company or call center service provider.
To determine how satisfied a customer is with the representative and the company's services, review the feedback they have supplied.

Second Reason: I believe the second reason is for security reasons. Since a customer is frequently dissatisfied with the services, they frequently yell at the customer support professional, which is, in my opinion, not the best course of action.

As a result, they have evidence that can demonstrate who the true victim in that circumstance is in the event that something goes wrong and the consumer complains about the business.