Blue Mountains City council is investigating call recording and would like to know the following from our fellow Councils:
- Is call recording for your organisation restricted the Contact Centre or organisation wide
- How long are your recordings held for?
- Who is your provider?
Thanks in advance.
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.