National Local Government Customer Service Network

Call Recording Questions

Questions › Category: Technical › Call Recording Questions
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Damien Robinson Staff asked 5 years ago

Blue Mountains City council is investigating call recording and would like to know the following from our fellow Councils:

  1. Is call recording for your organisation restricted the Contact Centre or organisation wide
  2. How long are your recordings held for?
  3. Who is your provider?

Thanks in advance.

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0 Answers
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Steve Adams Staff answered 5 years ago

Happy New Year Damien.
Marrickville records all calls made and received by the contact centre only. If a call is transferred internally, the recording stops once the transfer completes.
Calls are held on the server and accessible by those authorised for 12 months.
call recording is provided through a product called Quality Management Server (QMS) offered by Enghouse Interactive who also provide our entire contact centre solution.
Hope this helps.
Steve

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Webmaster Staff answered 6 years ago

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