Nolene - the script inlcudes "for training and quality assuranes purposes". 
The goal is to randomly select about 10 calls for each location for each 
month and review them. Not all calls are being listened to.  These are wav 
files and the retention period will differ once removed from the system - 
that's another scenerio that is being worked out. My concern is all the 
phone calls they want to hold onto that are not reviewed. 

My belief is they want to keep these just in case there is an issue with a 
customer but they will not know if there is an issue until at least 3 
months later. I have asked how often this occurs in order to do some sort 
of a risk analysis but since this will be a new process they did not have 
an answer. 

Karyn


On Tue, 15 Jan 2008 12:26:37 -0800, Nolene Sherman <[log in to unmask]> 
wrote:

>
>When you say "for training purposes only", do you mean that you have one
>of those messages that say "This call may be recorded for quality
>control purposes"?
>
>Is someone actually listening to every single call, pulling out selected
>recordings then going to the operator and instructing them on how they
>could have handled it better? Or is someone just choosing random calls
>to review? How frequently does this happen? Every day? Once a week?
>
>Either way, if this is your basic scenario, why not keep only those
>calls that were reviewed and discussed with the employee and dump the
>rest as soon as the selection is made? If you do this, those calls may
>need to be kept longer than 3 months as they might be considered
>training records. What purpose do the non-selected calls serve?
>
>
>Nolene Sherman | Director of Records Management | Standard Pacific Homes
>| 949-727-9360 | FAX 949-789-3379 | [log in to unmask]
>
>-----Original Message-----
>
>Subject: [RM] Recorded Phone Calls
>
>Good afternoon all -
>I have a question I would like to pose concerning how long companies are
>keeping recorded phone calls which should be used for training purposes
>only.
>
>List archives at http://lists.ufl.edu/archives/recmgmt-l.html
>Contact [log in to unmask] for assistance
>To unsubscribe from this list, click the below link. If not already 
present, place UNSUBSCRIBE RECMGMT-L or UNSUB RECMGMT-L in the body of the 
message.
>mailto:[log in to unmask]

List archives at http://lists.ufl.edu/archives/recmgmt-l.html
Contact [log in to unmask] for assistance
To unsubscribe from this list, click the below link. If not already present, place UNSUBSCRIBE RECMGMT-L or UNSUB RECMGMT-L in the body of the message.
mailto:[log in to unmask]