Home » Glossary » Call Detail Recording

Call Detail Recording

Definition

What is call detail recording?

Call detail recording or call detail record (CDR) is a document created by a telephone exchange or other type of telecommunications. it captures the details of a phone conversation or other telecommunications activity that occurs through that facility or device.

A call detail recording contains information on a phone call, such as:

  • How long did the conversation last? (in minutes)
  • Who made the call? (source and destination phone numbers)
  • What type of call did you make? (inbound, outbound, toll-free)
  • What was the cost of the call? (based on a per-minute rate)
A person holding a telephone in his hand
What is call detail recording?

Importance of call detail recording

Call detail recordings are gathered regularly and processed into reports on usage, capacity, performance, and diagnostics. With this data, it’s easy to discover outliers from standard calling patterns.

These outliers may include after-hours calls, overseas calls, significant differences from previous reporting periods, and call destinations that don’t match the company’s regular calling habits.

Creating call detail recording reports for existing staff can help you figure out who spends the most time on the phone, how long their calls last, and how much money they spend per call. As a result, utilizing CDR can lead to better workforce management and cost savings for your company.

Start your
journey today

  • Independent
  • Free
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO)

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between Philippines outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.