Calls are recorded for training and quality purposes...

Poor Uncle Tom

Are they really?

How hard is it to get a copy of a conversation?

The_Valeyard

Ask Twink

CFlat

Ok Tom, own up. What did you say?

tomwaterford

Poor Uncle Tom wrote: »

Are they really?

How hard is it to get a copy of a conversation?

Surprisingly easy



-I've several friends who I know work in call centres

Poor Uncle Tom

CFlat wrote: »

Ok Tom, own up. What did you say?

It's what I didn't say that matters......;)

Keane2baMused

tomwaterford wrote: »

Surprisingly easy



-I've several friends who I know work in call centres

Well no it's not actually so easy.

It can take a fair amount of time and effort for the staff to pull the call. So really unless you have very good reason to I wouldn't force it.

mahoganygas

The_Valeyard wrote: »

Ask Twink

Zip it.

seamus

The calls are usually logged against your account which means you're entitled to ask for a copy under the data protection act.

If it casts a negative light on the company they have a have a habit of being lost or overwritten shortly before you make the DPA request.

MadDog76

It's handy if it's a call you don't want to take and they ask "Is it ok with you that this phone call is being recorded?" ........... you can simply say "No, no it isn't ok, I'd rather not be recorded thank you" ......... there's usually a slight pause before they hang up.

m5ex9oqjawdg2i

Keane2baMused wrote: »

Well no it's not actually so easy.

It can take a fair amount of time and effort for the staff to pull the call. So really unless you have very good reason to I wouldn't force it.

If the staff are blind, quadriplegics trying to pull the call from a typewriter using their arse cheeks... yea it could take a fair amount of time and effort.

LionelNashe

Keane2baMused wrote: »

Well no it's not actually so easy.

It can take a fair amount of time and effort for the staff to pull the call. So really unless you have very good reason to I wouldn't force it.

That's been my experience as well, from working in companies where the calls are recorded. The system that holds the recorded calls is sometimes not linked into the customer database where all your records are stored. To locate the record of the call, the company might have to pull a report of the calls for the date approximate time when your call was made, and try and identify it by the incoming phone number, if there is one, or by listening to a few calls until they find it.

ygolometsipe

someone has to push the play and record button as soon as you
start speaking.

ToddyDoody

I hope no-one's getting a sexual thrill out of listening in

You are entitled to also record the conversation afaik once you tell them.

If that floats your boat!

miezekatze

I used to work in a call centre years ago, an automated message told callers that calls may be recorded. That didn't actually happen though. I think even if they are recorded, it would be very difficult to find specific recordings. A lot of call centres deal with huge volumes of calls, unless you know the exact start time it would take a lot of effort.

m5ex9oqjawdg2i

LionelNashe wrote: »

That's been my experience as well, from working in companies where the calls are recorded. The system that holds the recorded calls is sometimes not linked into the customer database where all your records are stored. To locate the record of the call, the company might have to pull a report of the calls for the date approximate time when your call was made, and try and identify it by the incoming phone number, if there is one, or by listening to a few calls until they find it.

Jesus christ, what kind of systems are you guys using? Scribes?

the evasion_kid

Your call is very important to us....please enjoy this 40 minute flute solo..

LollipopJimmy

Ah most call centres now have a tagging system. I work in an office that has a telesales team and even my calls are recorded and stored even though I don't deal with our customers. Also easy to find the calls

SEPT 23 1989

It's just a threat to put you on the back foot

Capt'n Midnight

RoboKlopp wrote: »

You are entitled to also record the conversation afaik once you tell them.

If that floats your boat!

No you don't have to tell them.

The message is only there because the call isn't being recorded by the agent themselves.

http://www.irishtimes.com/news/crime-and-law/q-a-what-are-the-legal-implications-1.1740070

Under Irish law, it is not illegal for a person to record a call if he/she is party to that call. However, under the Postal Packets and Telecommunications Messages (Regulation) Act 1993, recording a phone conversation between other people without their authorisation amounts to interception – a serious criminal offence.

dulux99

As someone who ran a call centre for 6 years I can assure you it's extremely easy to pull a recorded call. Literally a five second job.

martinedwards

I work in a call centre for one of the UK's main bank groups.

EVERY call is recorded and saved for staff training and for evidence.

as to looking them up?

last week I have a caller saying that she called before a certain time on a day last week. I put her on hold and took her account no to a manager.

he was able to pull up her call history and listen through her call within 2 minutes.

bear in mind that i work in one of 12 centres that our bank has in the UK, and there are 2500 -3000 people in the Belfast centre alone.

on a typical shift, I'll take approx 100 calls.

if a customer wants a transcription of a call, then they can request it. including any conversations that go on while the caller is on hold, so we are trained from day 1 that no matter how "interesting" the customer is, to be EXTREMELY measured in how we describe the issues to another dept.

MadDog76

the evasion_kid wrote: »

Your call is very important to us....please enjoy this 40 minute flute solo..

Sounds good to me .........