said by yyzlhr :Because it's a PITA to get calls from other sites since each call centre has it's own recording systems and never want to send requested calls. said by rogerssmoger :
All calls are recorded. most with screenshots of the agents screen. And kept 2-3 years.
Rogers does record all calls but they are rarely ever used to resolve escalations. The recordings really are there just to protect Rogers in case of litigation and are regularly used for performance management, but you'll almost never see them being used to resolve escalations.