This decision tree is part of the call transfer recovery guide, which covers what to inventory before a CCaaS migration. This page answers one narrower question for CCaaS consultants: who inside the company can say yes to a conversation about transfer recovery history?
Why administrator access is the wrong starting signal
A CCaaS consultant is often the one person who has logged in to every system involved: the phone platform, the QA tool and the CRM. That makes it tempting to treat the consultant's contact, often an IT or telephony lead, as the decision-maker. It is the wrong signal.
On a platform such as Amazon Connect, each handoff opens a fresh contact record that points back to the one before it and to the first contact of the call. An administrator can follow that chain. Following it is a technical skill. Deciding that the company may license what it shows is a business and legal decision about records the company created, about callers and agents who appear in them, and sometimes about clients whose calls they were.
Amazon ConnectThe decision tree, question by question
Work down the questions in order. Each answer tells you who to talk to next. The graphic shows the same tree from the system owners at the top to the authorized signer at the bottom.
- Who do you know today? If it is the telephony administrator, the QA tool owner or the CRM administrator, ask one question: who decides how transfer failures are handled and reported? The answer is almost always the head of customer operations or a VP of customer experience.
- Will the head of customer operations convene? Ask whether they would sponsor an internal conversation about the company's transfer recovery history. If yes, they become your working contact. If no, stop here; nobody else will carry it.
- Whose calls are these? If the company runs its own contact center, go to question 4. If it is an outsourcer handling calls for clients, the client-call records usually belong to the client under the services agreement, and only the outsourcer's own routing design, QA methods and workflow records may be in scope. Note that and continue.
- Are recordings or transcripts in scope at all? If yes, counsel and whoever owns privacy must be involved before anything else is discussed. If the discussion can stay with routing metadata, case outcomes and resolution codes, counsel is still involved but the questions are narrower.
- Who approves? The CEO, with general counsel advising; the COO or CFO often prepares the case. Where a private equity sponsor or parent company holds approval rights over company information, add them.
Stop when you have a convener and a named approver. That pair is the introduction.
Record classes and who decides for each
Authority depends on who created each record and under which contract. The table separates the person who can describe a record from the person who can decide about it.
| Record class | Who can describe it | Who decides about licensing it |
|---|---|---|
| Routing design, queues and transfer logic | Telephony administrator | The company, through counsel |
| Linked contact records and timestamps | Telephony administrator | The company, after checking the platform terms |
| Transcripts | QA owner | The company, subject to notices given and privacy law |
| Recordings of customer calls | Compliance with IT | The company, subject to notices, consent practice and privacy law |
| CRM cases and resolution codes | CRM administrator in customer operations | The company |
| Supervisor approvals and goodwill credits | Customer operations with finance | The company, often with the CFO |
| Client-call records at an outsourcer | Outsourcer's operations lead | Usually the client, under the services agreement |
Where EU law applies, the GDPR defines personal data as any information relating to an identified or identifiable person, including by reference to a name or identification number. A transcript that names the caller fits, and so does an agent ID on a contact record. That does not rule the records out; it decides who has to be in the room. The call recordings ownership answer covers recordings in detail, and the business process outsourcing page covers outsourcer contracts.
Branches that need counsel or a client's consent
Three cases change scope without ending the conversation. The first two are the side branches in the graphic; the third is a standing rule:
- Recordings and full transcripts. The most sensitive class. Many discussions start without them and add them only if the rights review allows.
- Outsourced client calls. If the client owns the records, the outsourcer cannot license them without that client. The outsourcer's own process records may still qualify.
- Records under hold. Calls tied to complaints, regulatory inquiries or litigation are left alone.
None of these is a reason to skip the introduction. They are reasons to tell SourceX early, in the referral brief template, so the review starts in the right place.
Worked path: an in-house center and an outsourced program (Illustrative)
Two fictional companies, invented for this page. Neither is a real case.
| Question | 420-person insurer with an in-house center | 1,600-person outsourcer running a utility client's program |
|---|---|---|
| Who describes the records? | Telephony lead and CRM administrator | Program operations manager |
| Who convenes? | Head of customer operations | VP of client operations |
| Whose calls are they? | The insurer's | The utility client's, under the services agreement |
| Which side branch applies? | Recordings, under the insurer's notice practice | Client-call records, plus recordings |
| Who approves? | CEO, with general counsel | CEO, with general counsel and the client's written consent for client records |
The insurer's path is short: one convener, one approver, one counsel question. The outsourcer's path is longer, and part of the record set may be out of reach without its client, but its own routing designs and QA methods may still be worth a discussion. In both, the convener can describe volumes, years and systems from reports without anyone opening a call. The system map helps them do it.
What only SourceX's rights review can answer
When the CEO agrees to talk, these remain open:
- Rights: which record classes, queues and years the company can license after privacy, platform and client checks.
- Scope: whether contact records, transcripts, CRM cases and approvals are all in, and in what de-identified form.
- Demand: whether any buyer wants transfer recovery histories when SourceX reviews them.
- Terms: whether an offer follows, and its payout and schedule.
The introduced company needs 50+ full-time employees at peak (contractors excluded), documented operating history, rights to license and an authorized contact. Companies in the U.S., Canada and the EU qualify, as do companies in the UK, Australia, New Zealand, India, Singapore, South Africa, Latin America, the UAE and Saudi Arabia when at least 90% of the data is in English. Partners sign the Channel Partner Agreement before submitting introductions; the first valid introduction within the 90-day window is credited when the company submits a verified application, and one partner is credited per company. Why data rights matter explains why the review comes first, and preparing for a joint call with a company sponsor helps once the convener agrees. Contact center advisors can also read the CX consultant program page.
Next step
Refer a company. Earn up to $100,000. Default reward: 25% of Actual Supplier Payout, capped at $100,000 cumulatively per referred company. Eligibility and payment conditions apply, and a signed Schedule A or addendum can differ. A lead, meeting or signature alone does not trigger payment.
Once the head of customer operations has agreed to convene and to bring in the CEO, who can say yes, register as a partner, confirm the company on who qualifies and read the program terms before making the introduction.