Audio, transcripts and scorecards
Call center recordings dataset: what a buyer will take and what it will not
Updated
Most call center archives are audio with a transcript and a QA score attached. The audio carries the most legal weight; the text and scores are what most buyers on our board ask about.
Why raw audio is the hard part
Recording a cellular call in California without the consent of all parties is an offence under Penal Code 632.7, and Penal Code 637.2 lets anyone injured sue for $5,000 per violation without proving damages.
Source: US rules on reusing call recordings for AI
Voice is also biometric in Washington, where RCW 19.375.020 bars enrolling a biometric identifier in a database for a commercial purpose without notice and consent.
Source: US rules on reusing call recordings for AI
What the buyers name
Unidata sells a call center audio set of real customer service calls and says the data was collected by a partner. Organisations that license from owners lean to text: micro1 lists support tickets and CRM records, and Troveo asks for complete conversation threads.
Source: Who takes call center audio and transcripts
Who wrote the transcript matters too
Speechmatics assigns customers the intellectual property in the transcripts its software produces, while AssemblyAI keeps de-identified data it generates from customer data and owns it. Read your engine's row on call center QA data ownership before calling the transcripts yours alone.