English (US) Call Center Speech Dataset for Telecom

The audio dataset includes call center conversations in Telecom, featuring native English speakers from US, with detailed metadata and accurate transcriptions.

Category

Unscripted Call Center Conversations

Total Volume

30 Speech Hours

Last updated

July 2023

Number of participants

60

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About this Off-the-shelf Speech Dataset

About Gradiet Line

What’s Included

Welcome to the English Language Call Center Speech Dataset for the Telecom domain. It is a specialized and comprehensive collection of voice data designed to enhance the development of call center speech recognition models specifically for the Telecom industry.


With high-quality call center audio recordings, detailed metadata, and accurate transcriptions, it empowers researchers and developers to enhance natural language processing, conversational AI, and generative voice AI algorithms in the Telecom domain. Moreover, it facilitates the creation of sophisticated voice assistants and voice bots tailored to the unique linguistic nuances found in the English language spoken in United States.


Speech Data:

This training dataset comprises 30 hours of call center audio recordings covering various topics and scenarios related to the Telecom domain, to build robust and accurate customer service speech technology.


To curate realistic call center interactions, we collaborated with a diverse network of 60 expert native English speakers from different states/provinces of United States. This collaborative effort ensures a balanced representation of US accents, dialects, and demographics, promoting inclusivity and reducing biases in the dataset.


Each audio recording captures the essence of unscripted and spontaneous conversations between call center agents and customers, with an average duration ranging from 5 to 15 minutes per call. The dataset includes both inbound and outbound calls, covering scenarios such as inquiries, promotional offers, complaints, technical support, and more. Additionally, the dataset contains call center conversations with both positive and negative outcomes, providing a diverse and realistic dataset.


The speech data is available in WAV format with stereo channels, a bit depth of 16 bits, and a sample rate of 8 kHz, ensuring high-quality audio for accurate analysis. The recording environment is generally quiet, without background noise and echo.


Metadata:

In addition to the audio recordings, our dataset provides comprehensive metadata for each participant. This includes the participant’s age, gender, country, state, and dialect. Additionally, it includes metadata like domain, topic, call type, outcome, bit depth, and sample rate for each conversation.


The metadata serves as a powerful tool for understanding and characterizing the data, enabling informed decision-making in the development of English language call center speech recognition models for the Telecom domain.


Transcription:

To facilitate your workflow, the dataset includes manual verbatim transcriptions of each call center audio file in JSON format. The transcriptions capture speaker-wise transcription with time-coded segmentation along with non-speech labels and tags, covering both the agent and customer conversations.


These ready-to-use transcriptions accelerate the development of Telecom call center conversational AI and ASR models for the English language.


Updates and Customization:

We understand the importance of collecting data in various environments to build robust ASR models. Therefore, our call center voice dataset is regularly updated with new audio data captured in diverse real-world conditions.


If you require a custom training dataset with specific environmental conditions, we can accommodate your request. We can provide voice data with customized sample rates ranging from 8kHz to 48kHz, allowing you to fine-tune your models for different audio recording setups. Additionally, we can also customize the transcription following your specific guidelines and requirements, to further support your ASR development process.


License:

This Telecom call center audio dataset is created by FutureBeeAI and is available for commercial use!


Conclusion:

Whether you are training or fine-tuning speech recognition models, advancing NLP algorithms, or building state-of-the-art voice assistants to improve customer experiences in the Telecom sector, our dataset serves as a trusted resource to meet your goals


Use Cases

Use of speech data for Automatic Speech Recognition

ASR

Use of speech data in Conversational AI

Conversational AI

Use of speech data for Chatbot & voicebot creation

Chatbot

Use of speech data in Language Modeling

Language Modelling

Use of speech data in Text-into-speech

TTS

Speech data usecase in Speech Analytics

Speech Analytics

Dataset Sample(s)

Sample Line

ATTRIBUTES

Channel 1Channel 2Format
Male(29)Female(24)wav, json

TRANSCRIPTION

LABELSTARTENDCHANNELTRANSCRIPT
Speech0.6291.657Speaker 2Hello Futurebee.
Speech3.1374.022Speaker 1Hello Futurebee.
Speech7.43912.361Speaker 1[filler]Hi I, I, I want to set up a landline for my business.
Noise12.66212.916--
Speech12.92814.230Speaker 1Whats you guys Spice (())
Speech15.45517.317Speaker 2[filler]Hi thank you for calling Spice
Speech17.73118.062Speaker 2point.
Speech18.53320.344Speaker 2[filler]we are happy to take your call today.
Speech20.78626.881Speaker 2[filler]thank you for asking about some pricing before. I give you that information. I just want to
Speech27.36129.643Speaker 2ask a little bit of information from you.
Speech30.11131.652Speaker 2[filler]Mr. whats your name?
Speech33.81735.447Speaker 1<PII>Holp<initial>HOLP</initial></PII>
Speech34.61236.585Speaker 2Okay Mr <PII>Holp</PII>. Got it.
Speech37.14340.817Speaker 2Well nice to meet you. I am [filler] a representative (())
Speech41.66446.155Speaker 2and I will be helping you today. So Mr. <PII>Holp</PII> what kind of business are you running?
Speech49.09051.195Speaker 1[filler]I actually run a (()).
Speech51.90258.448Speaker 2Okay (()) a business. And it sound like you will be having a store front for your landline. Is that correct?
Speech60.96666.153Speaker 1Yeah that is correct [filler] and we kind of outgrown the idea of having a cell phone for the contact.
Speech66.69168.602Speaker 2Got you. Okay I understand.
Speech69.11171.278Speaker 2And how many employees do you had Mr.<PII>Hope</PII> ?
Speech73.60274.587Speaker 1[filler]about fifty.
Speech74.71281.402Speaker 2Fifty employees okay. So are you thinking of having just one landline [filler] receiver
Speech82.07888.337Speaker 2or you thinking more receiver so that multiple employees can use that, the telephone at one time?
Speech90.58193.331Speaker 1[filler]I am not sure what a receiver is.
Speech93.77296.739Speaker 1but can I just tell you what I am trying to make happen [filler]?
Speech98.10599.084Speaker 2Sure go ahead and tell me.
Speech99.706103.176Speaker 1Okay so I want to have one
Speech104.391107.766Speaker 1phone line like one number but multiple extensions.
Speech108.715111.656Speaker 1[filler]and then of course each person can (()).
Speech112.153117.551Speaker 1someone call someone else if necessary and I want to have that four of those lines available.
Speech119.557125.061Speaker 2Perfect, Perfect, So when it comes to having the different extensions
Speech125.504128.841Speaker 2each, each person can have their own unit
Speech129.615133.532Speaker 2where you know thats what the actual phone is where you pick up the phone.
Speech134.002137.693Speaker 2That would be the receiver. So it sounds like you want four receivers.
Speech139.424140.550Speaker 2And they, okay.
Speech139.788140.717Speaker 1Yeah, yeah thats
Noise141.556142.229--
Speech143.126144.008Speaker 2Okay perfect.
Speech144.812146.181Speaker 2And then you are looking to have
Speech146.687150.537Speaker 2[filler]each one has their own extension. Is that correct?
Speech152.574157.841Speaker 1Yeah and how difficult is it to add additional receivers or extensions
Speech158.211158.860Speaker 1down the road?
Speech160.079164.264Speaker 2Oh its extremely easy. We do it all the time. You know companys grow
Speech164.717167.656Speaker 2[filler]sometimes they even expand to different building
Speech168.217169.899Speaker 2[filler]or different location.
Speech170.550172.913Speaker 2And if that does happen, they are still able to keep
Speech173.501176.151Speaker 2[filler]keep everything under the same package.
Speech177.109179.811Speaker 2And even have it under the same phone number

TRANSCRIPTION

TIMETRANSCRIPT
0.629
1.657
Hello Futurebee.
3.137
4.022
Hello Futurebee.
7.439
12.361
[filler]Hi I, I, I want to set up a landline for my business.
12.662
12.916
-
12.928
14.230
Whats you guys Spice (())
15.455
17.317
[filler]Hi thank you for calling Spice
17.731
18.062
point.
18.533
20.344
[filler]we are happy to take your call today.
20.786
26.881
[filler]thank you for asking about some pricing before. I give you that information. I just want to
27.361
29.643
ask a little bit of information from you.
30.111
31.652
[filler]Mr. whats your name?
33.817
35.447
<PII>Holp<initial>HOLP</initial></PII>
34.612
36.585
Okay Mr <PII>Holp</PII>. Got it.
37.143
40.817
Well nice to meet you. I am [filler] a representative (())
41.664
46.155
and I will be helping you today. So Mr. <PII>Holp</PII> what kind of business are you running?
49.090
51.195
[filler]I actually run a (()).
51.902
58.448
Okay (()) a business. And it sound like you will be having a store front for your landline. Is that correct?
60.966
66.153
Yeah that is correct [filler] and we kind of outgrown the idea of having a cell phone for the contact.
66.691
68.602
Got you. Okay I understand.
69.111
71.278
And how many employees do you had Mr.<PII>Hope</PII> ?
73.602
74.587
[filler]about fifty.
74.712
81.402
Fifty employees okay. So are you thinking of having just one landline [filler] receiver
82.078
88.337
or you thinking more receiver so that multiple employees can use that, the telephone at one time?
90.581
93.331
[filler]I am not sure what a receiver is.
93.772
96.739
but can I just tell you what I am trying to make happen [filler]?
98.105
99.084
Sure go ahead and tell me.
99.706
103.176
Okay so I want to have one
104.391
107.766
phone line like one number but multiple extensions.
108.715
111.656
[filler]and then of course each person can (()).
112.153
117.551
someone call someone else if necessary and I want to have that four of those lines available.
119.557
125.061
Perfect, Perfect, So when it comes to having the different extensions
125.504
128.841
each, each person can have their own unit
129.615
133.532
where you know thats what the actual phone is where you pick up the phone.
134.002
137.693
That would be the receiver. So it sounds like you want four receivers.
139.424
140.550
And they, okay.
139.788
140.717
Yeah, yeah thats
141.556
142.229
-
143.126
144.008
Okay perfect.
144.812
146.181
And then you are looking to have
146.687
150.537
[filler]each one has their own extension. Is that correct?
152.574
157.841
Yeah and how difficult is it to add additional receivers or extensions
158.211
158.860
down the road?
160.079
164.264
Oh its extremely easy. We do it all the time. You know companys grow
164.717
167.656
[filler]sometimes they even expand to different building
168.217
169.899
[filler]or different location.
170.550
172.913
And if that does happen, they are still able to keep
173.501
176.151
[filler]keep everything under the same package.
177.109
179.811
And even have it under the same phone number

Dataset Demographics

Details Headline

Language

English

Language code

en-us

Country

USA

Accents

Arizona,...more

Gender Distribution

M:55, F:45

Age Group

18-70

Audio File Details

Details Headline

Environment

Silent, Noisy

Bit Depth

16 bit

Format

wav

Sample rate

8khz

Channel

Dual separate channel

Audio file duration

5-15 minutes

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