Calls Recorded for Training Purposes

clive12

as far as i know its technically illegal to record someone without informing them you are doing this.

neilmcl

clive12 wrote: »

as far as i know its technically illegal to record someone without informing them you are doing this.

No it is not! Did you not read any of the posts above.

DVardysShadow

neilmcl wrote: »

No it is not! Did you not read any of the posts above.

I think he only has a keyboard and no monitor on his computer.

[Hello Clive :p:p]

rustyboy21

I don't know whether you are aware, but the majority of companies who say that they MAY record calls, actually record ALL calls.

I have had incidences in the past, where customers of mine have contacted manufacturers ref engineer callouts. They have come into me and complained that they didn't get anywhere or that the person was rude on the phone. In order to get to the bottom of it, I have contacted the company myself to put a complaint in. With all of them, I was asked for....

date called
tel no it was done from
approx time call made.

They have the calls digitally recorded and it took them less than 5 minutes to email the conversation over to me to listen to, as I have used it a few times to placate situations with customer, things like '' they told me to come back to you for a refund'' when the company said '' we can call out in 2 days to repair'' . I had one incident when a man came in and complained he was told to ' F off'' I got the recording and nothing of the sort was said. He looked a little embarrased that he had been caught out and accepted an engineer callout to his appliance. And you wonder why retailers don't take peoples word for things today.

Maybe worth remembering, if you have any problems with companies in future. Keep a not of the date and time you called, it may help you out, if you need to escalate your complaint.

neilmcl

rustyboy21 wrote: »

I don't know whether you are aware, but the majority of companies who say that they MAY record calls, actually record ALL calls.

Most companies don't state they MAY record calls, they tend to say "ALL calls are recorded and MAY be used in training".

Flyboy152

rustyboy21 wrote: »

I don't know whether you are aware, but the majority of companies who say that they MAY record calls, actually record ALL calls.

I have had incidences in the past, where customers of mine have contacted manufacturers ref engineer callouts. They have come into me and complained that they didn't get anywhere or that the person was rude on the phone. In order to get to the bottom of it, I have contacted the company myself to put a complaint in. With all of them, I was asked for....

date called
tel no it was done from
approx time call made.

They have the calls digitally recorded and it took them less than 5 minutes to email the conversation over to me to listen to, as I have used it a few times to placate situations with customer, things like '' they told me to come back to you for a refund'' when the company said '' we can call out in 2 days to repair'' . I had one incident when a man came in and complained he was told to ' F off'' I got the recording and nothing of the sort was said. He looked a little embarrased that he had been caught out and accepted an engineer callout to his appliance. And you wonder why retailers don't take peoples word for things today.

Maybe worth remembering, if you have any problems with companies in future. Keep a not of the date and time you called, it may help you out, if you need to escalate your complaint.

If they are relaying the recorded call to you, they are more than likely breaching the DPA.

Flyboy152

neilmcl wrote: »

Most companies don't state they MAY record calls, they tend to say "ALL calls are recorded and MAY be used in training".

I can't say I have ever heard that one. It sounds a little woolly, in terms of the intended use of the data.

savemoney

I sometimes record calls with truecall I never ask as you dont need to if its for your own use. I only do it if something is important and I need to go back at some point or if I suspect there maybe issues down the line.

bitemebankers

Does anyone know if "third party" would include a court of law, or would an exception be made in that case?

Flyboy152

bitemebankers wrote: »

Does anyone know if "third party" would include a court of law, or would an exception be made in that case?

If the recording exists, the judge will decide as when they need to. It can be used, if the court believe it is a necessity of the case. However, it may very much depend on who did the recording. It may be that a judge will allow the verbatim transcript of the call (this can be used at any time and as far as I am aware is not restricted by, nor covered by RIPA), it will only be if either side want to challenge that transcript, that the recording would be considered being used. It would be a lot easier if the party who was recorded gave their permission, but a judge can overrule their objection.

RIPA laws, like the DPA, do not extend as far to private individuals, as much as they do to governments and corporate bodies.