Call Centres

[Booldawg]

'We may be recording this call for training purposes....'

Do they record each and every call for evidence? I wonder what would happen if you told them the same?

[factor-fiction]

You can do

[emmie]

no idea to both, but i dislike them whatever they do. A wretched pain to get anyone to actually answer the phone these days, without ten options, none of which are remotely useful.

[woofgang]

Part of the data protection act says that you can't use data for other purposes that those which you told the data owner (customer and call centre worker) that you were going to. So if you say you are going to use it for training, then you can't use it as evidence (although the police could with the right paperwork) The recorded warning usually says "training and other purposes" for this reason.

[Flyhalf]

In the organisation I was in 6+ years ago, ALL calls were recorded and retained.
Certain authorised individuals (I was one) could obtain copies, in the event of disputes - once or twice I was able to disprove claims by customers, and now and then had to apologise for duff info given by our people.

[ladybirder]

The 'other purposes' could be anything couldn't it?

[gness]

When I applied for a NatWest credit card I set up a direct debit to pay the full amount monthly. This didn't happen and the person I spoke to about it said I had never set up the direct debit and would have to pay a late payment fee. I took it further and the supervisor listened to the recording of my initial call which proved me right. Quite happy for them to record if it helps me too.

[anotheoldgit]

One has to be weary of these Indian call centres.

http://www.dailymail.co.uk/news/article-2261142/1-000-Britons-day-hit-Indian-centre-swindle-Police-believe-fraudsters-10million-UK-victims.html

[boxtops]

I've been glad of the call being recorded - I can't remember what it was about now, but I had a complaint about being given duff information over the phone, and they were able to go back to the recording and confirm that yes, I was misinformed.

[Booldawg]

thanks guys - I always find the 'for training purposes' a bit of an excuse. But if it benefits the customer as well then I'm all for it!