Scorecards, evaluations and transcripts
Call center QA data ownership, vendor by vendor
Updated
QA platforms, speech analytics and transcription engines each hold a copy of your call records. Their terms decide who owns them, what they keep and what they may train.
Who owns the scorecards and transcripts
12 of 15 vendors say the call center owns its data. Scorebuddy's terms say Customer Data remains the customer's property, and Ender Turing writes that you retain ownership of conversations, transcripts and scorecards.
Source: Call center QA and speech analytics terms
What the vendors keep once data is aggregated
Scorebuddy also keeps ownership of usage data, analytics and any aggregated or anonymised insights derived from the platform's use, and Otter.ai may use and disclose aggregated or de-identified data derived from customer data.
Source: Call center QA and speech analytics terms
Training models on your calls
4 vendors rule training on your content out, 2 offer an opt-out and 3 allow it. Ender Turing will not train shared models on conversation content without explicit written consent.
Source: Call center QA and speech analytics terms
If your center is being sold or closed, the export windows are on call center business for sale.