Alliance AI

Datasets / Contact Centre

Contact Centre Call Recordings

Recorded contact centre calls, with a verified-transcript subset.

Strictly ConfidentialBanking secrecyCustomer PIIOperations · Audio (FLAC) + JSON transcripts · 1.1M calls · 38K hours · 7.4 TB
85Data Health

36 downloads

Updated daily. Last update 1 days ago. Next expected in 1 days.

About this dataset

Recorded inbound and outbound calls from the contact centre, in English, Bahasa Malaysia, Mandarin, Cantonese and code-switched speech, with call metadata and, for a 42K-call subset, human-verified transcripts and conduct QA scores. Used to train and evaluate the contact-centre speech recogniser and the call conduct analyser.

Usage rights

Group Operations quality assurance and Group Data & AI speech model development only. Customer-level data under banking secrecy (FSA 2013) and PDPA 2010. Stays in-region in Google Cloud Malaysia; export outside the region, re-identification attempts and joins to raw identifiers are prohibited. Direct identifiers are tokenised at ingestion; the token vault is held by Group Data & AI and is not exposed to consumers. Audio segments where card numbers or security answers are spoken are muted at source by the recording platform. Retention follows the contact centre recording policy.

Lineage

Copied daily from the contact-centre recording platform to Cloud Storage in the Malaysia region, with call metadata from the telephony system. Transcripts for the verified subset were produced by the Operations QA team using the platform's labelling tool. Dataplex checks audio-to-metadata linkage and muting flags.

#speech#audio#contact-centre#transcripts#manglish#conduct

Ownership and sensitivity

Owned by

Group OperationsContact Centre

Accountable owner: Siti Hajar Ismail

Who approves access

  1. Owner, Contact Centre, Siti Hajar Ismail
  2. Data Governance Office, Ahmad Faizal
Strictly Confidential

Customer-level data under banking secrecy and PDPA, and models that decide on customers.

Named-user entitlement with the data owner's consent and a stated purpose; reviewed on expiry.

Banking secrecy
Customer account information protected under the Financial Services Act 2013.
Customer PII
Contains or processes personal data about customers (PDPA 2010).

2 models trained on this dataset

Call Conduct Analyser

Speech · 49K calls/30d

Contact Centre Speech-to-Text

Speech · 212K calls/30d

Details

Updated
2026-08-02
Cadence
Daily
Format
Audio (FLAC) + JSON transcripts
Licence
BU Restricted
Latest version
1.3