Recording Customer Service Calls

normanmark

Drunkstar wrote: »

Her? :mad:

Haha! Sorry for some reason i thought you are a female! (Noted )

Torby wrote: »

I think you are perfectly within your rights to record a telephone call:

When you call them (business) at the time you hear their message "your call may be recorded for etc etc"....make your own statement..."I may record this call to enable me to make better, effective calls in the future"...ok I hear you say...what if theres no one on the other end to hear it at this stage....well....surely they are making similar assumptions that theres someone at your end listening....what if someone put the call through for you....or you let the phone ring (cos you know it takes ages to get through) and you missed the message

also

if you record the conversation and later put the complaint/query in writing...they will probably (and fairly quickly) deduce that the bits in "quotes" where you quote them look and read very accurate, therefore youve indicated that while not saying you have a recording....you have what appears to be a VERY accurate transcript....which may be enough at this stage....what happens then if you take that transcript and have it voiced by an actor...the possibilities are endless....

if in doubt I record it....then worry about it afterwards....I might not even need it...but sometimes the hint that its recorded can be enough....

Well it wouldnt hold up, as the person recording the call has no proof that the business has accepted for the call to be recorded. The business on the other hand can quite easily show their call platform and say that all calls have this message displayed before they're connected to an advisor.

On my own personal experience in working in the communication industry and being a user, general manners seem to work a hell of a lot better in getting a resolution than the threats of a call being recorded.

After all, most (i'd change and say all) call centre's record their calls, all the customer needs to do is make a note of the time, advisor they're speaking to & which call centre they're based in and BT will be able to pull up the recording. Simple

Drunkstar

normanmark wrote: »

On my own personal experience in working in the communication industry and being a user, general manners seem to work a hell of a lot better in getting a resolution than the threats of a call being recorded.

This!


That is all.

Oh, and no worry for mistaking me for a woman....I have breasts after all :P.
PS thats me in my avatar.

shammyjack

" Under the Regulation of Investigatory Powers Act 2000 (Ripa) it is permitted to record personal phone calls, for personal use - even without the consent of your interlocutor - as long as no-one else is involved in the recording and those recordings are not passed on to a third party. "

Surely when recording a company CS rep or Manager they are the company, therefore, when replaying a recorded call to any other company employee no breach of these terms has taken place as no third party is involved, only you and the company !


shammy