Concerned for a friend

zebramolli

Seesaw29 you have not mentioned what feedback she was given, what was the outcome?

As previously mentioned by various posters all calls will be recorded but not necessarily monitored, could it be a case of if your friend has been off for a lengthy period of time they are monitoring her more closely to check that she is doing everything correctly and has remembered the correct procedures for her job. I wouldn't find this unusual if she is working in a job which is handling sensitive information.

Evilm

I can only see that is bad that they played the call back if they then used that opportunity to retake the card details and use them.

Lovelyjoolz

I suspect that you are a troll, because generally when reasonable people genuinely ask for advice on a public forum, they are not quite as obnoxious as your have been. However, with the benefit of the doubt, I respond thusly:

Seesaw29 wrote: »

It is NOT a legal requirement for companies to voice record telephone calls. This is a fact however 'unlikely' you believe it to be.

Correct. It is not a legal requirement for companies to voice record all calls.

However, if this is a financial institution they are governed by the FSA and the FSA do require all calls to/from clients to be recorded. This is a fact. Refer to the FSA's policy: http://www.fsa.gov.uk/pubs/policy/ps08_01.pdf

If your friend has told you that the other members of her team are not recorded, then she is either incorrect, or those team members do not make or receive calls from clients.

alleycat`

Lovelyjoolz wrote: »

However, if this is a financial institution they are governed by the FSA and the FSA do require all calls to/from clients to be recorded. This is a fact. Refer to the FSA's policy: http://www.fsa.gov.uk/pubs/policy/ps08_01.pdf

If your friend has told you that the other members of her team are not recorded, then she is either incorrect, or those team members do not make or receive calls from clients.

My suspicion, based on working in bank call centres many moons ago, is that the friend is getting randomly monitored by a team leader / manager.

This used to happen to us quite often for evaluation purposes / personal reviews and the feedback was typically constructive.

People make mistakes and companies don't, typically, try and string employees up for a one off complaint.

On that basis It would have to be a pretty serious mistake to cause the person to be actively monitored on a near constant basis. It is time consuming to work through calls on a regular basis and quite expensive to tie up a manager with this sort of work for one individual.

MrSnuggles

Seems like OP is deliberately stirring things when there's nothing his 'friend' should be worried about. Recording the phone call and giving her feedback after a complaint was made is legal and should be done. It's common sense.

OP, stop trying to take your friend's matter in your own hands because she won't appreciate you stupidly trying to white knight her. No, she's not going to date you. She doesn't like you.

DCFC79

Another newbie who gets themselves in a huff when they dotn get the answer they want.

saintjammyswine

Its a little bit like this analogy I was told recently.

OP: What's 2 x 2
Reply: 4
OP: Are you sure, that doesnt sound right
Reply: Yes it is, its 4
OP: My friend's mum said it's 5
Reply: No, it's 4
OP: You must be a troll, you are just repeating yourself, no-one on here give the right answers, I am off to another forum.

Not saying that is exactly how it is but it made me chuckle.

[Deleted User]

This thread made laugh, saintjammy is spot on. I dont think the OP will post again, and if you do you are naive to think people are going to care too much for you. I get the distinct impression a few details have been missed out (maybe not on purpose) and it hasnt come across very well.

Forums are great for knowledge but be factual in your questioning. Some people will give you an opinion even if they have nothing worth saying because thats just how they are.

FYI Mckneff - https://forums.moneysavingexpert.com/discussion/3856859
doesnt take a genuis to bring up a thread link by number, not sure why you denied it?

Sambucus_Nigra

What's this got to do with football anyway?

MikeAUK

Hi seesaw, sorry for the general lack of helpful advice on this.

Having worked in hr I would say it does seem unreasonable for only your friends line to be recorded, though how does your friend know this? It would also be reasonable to expect that her calls may be more closely monitored if her manager feels she is experiencing performance issues. We don't know much about this complaint, obviously your friend needs to consider what was said and whether she performed adequately in comparison to her colleagues how are being left alone.

If your friend is concerned her best approach is to keep a diary of events at work for now. She should also use this time to discretely find information relating to the recording of calls, there WILL be guidance on it.