QUESTION
What is the purpose of recording 911 phone calls and how long are the recordings retained?
1:26:05
·
32 sec
The 911 phone calls are recorded for quality control and training purposes.
- The recordings are used to coach and develop call agents
- An announcement is played to inform callers that calls are recorded
- The call recordings are retained for 14 days
Jennifer Gutiérrez
1:26:05
On phone calls, 911, are those phone calls recorded?
Joe Morrisroe
1:26:09
Calls are recorded.
Jennifer Gutiérrez
1:26:10
Okay.
1:26:10
And what is the purpose?
Joe Morrisroe
1:26:13
What is the the message?
Jennifer Gutiérrez
1:26:14
The purpose.
1:26:14
I'm sorry.
Joe Morrisroe
1:26:15
Oh, I'm sorry.
1:26:16
For quality control and training purposes.
1:26:18
Okay.
1:26:18
There is an announcement on the messaging when you call that for that very reason, calls are recorded for quality purposes.
1:26:24
We use them as developmental opportunities, so we can coach and develop agents.
Jennifer Gutiérrez
1:26:28
Oh, okay.
1:26:28
And and how long do you keep those recordings for?
Joe Morrisroe
1:26:30
The retention period, I believe, is 14 days.
Jennifer Gutiérrez
1:26:33
Oh, okay.
1:26:36
Okay.
1:26:37
14 days.
