What's useful
- Call recordings, ideally across several languages and accents.
- Transcripts matched to the recordings.
- Outcomes: whether the issue was resolved, and how.
- Chat and email transcripts from the same teams.
What qualifies
The listing is for contact centres and BPOs with roughly 50 to 5,000 agents.
What to check first
- Whose recordings they are. If you handle calls for clients, the client usually controls the recordings and you're their processor under UK GDPR. You can't license them without the client's agreement, so in-house contact centres and your own lines are often the simpler starting point.
- What callers were told. "Calls may be recorded for training and quality purposes" covers your internal use, not licensing recordings to a third party. A new lawful basis, and probably updated notices, would be needed.
- Payment and sensitive details. Recordings may contain card numbers, health information or other special category data. These must be removed.
- Voices identify people. Removing names doesn't anonymise a recording. Ask how voices and content would be handled.
What it's worth
Mercor lists potential company earnings of $20kâ$250k for contact centres and BPOs, depending on what's in scope. That is Mercor's own figure, not a promise or guarantee from us.
Are multilingual calls worth more?
The listing specifically values conversations in more than one language, so mention the languages you cover.
Can we use recordings from our own customer service line?
Those are usually the most straightforward, because you're the controller. The points about callers' notices still apply.