u/Guilty-Author-2179

Our company records thousands of customer calls every week and most of those recordings are rarely ever being played back. QA team reviews a handful from each agent and managers listen to calls here and there but there are still thousands of calls nobody attends to.

There could be customers bringing up the same issue hundreds of times and we'd have no idea unless enough of those calls happen to make it into the ones we review.

We've basically built up years of customer conversations that nobody has the time to go through. There has to be useful stuff buried in there!

Kind of crazy that we go through the trouble of recording all of it when hardly anyone ever hears it again.