Selling or closing a call center
Call center business for sale: the data question buyers will ask
Updated
Whether a call center is being sold as a going concern or its records are being sold after it closes, the transcripts and QA history are part of the asset. The vendors holding them, and the law on the calls, decide how much can move.
Get the records out before the contracts end
Gong makes customer data, including recorded calls, available for export or download if asked within 30 days of the end, and MaestroQA's subscription agreement gives the same 30-day window. Insight7 deletes the account and anything not saved.
Source: Call center QA and speech analytics terms
Check what the vendors already hold
7 of the 15 vendors on our board keep a right to aggregated or de-identified data, so a buyer offered exclusive records will ask what versions of them already sit with the QA stack.
Source: Call center QA and speech analytics terms
A sale carries the opt-outs with it
Under California Civil Code 1798.120, a business that receives personal information as an asset in a merger, acquisition, bankruptcy or similar deal must honour the opt-outs consumers gave the business it bought from.
Source: US rules on reusing call recordings for AI
Three ways the records leave
A trading center can license its records and keep them; a closed one's records are sold by its directors, administrator or trustee; and a broker, accountant or other adviser can introduce the deal instead. Say which applies in the enquiry form, and see who takes the records on call center data providers.