[Kushan]

I don't know if it has changed, but when I was there (~2009-2010) we were told that if a customer wants to record the call, they have to present this to you at the very beginning of it - mentioning it half way through is a no-no and there are potential legal implications for the customer if they fail to mention it. If they do record the call and don't tell you at the beginning, then they can't use the recording for anything beyond their own personal use, not even a complaint to the company. This, I believe, is set down by OFCOM and nothing to do with company policy.

IF a customer was to state that they were recording, it was up to the agent to continue the call or not. There was no company policy regarding this either way, rather they left it up to the agent to decide. Some agents were funny about this, others were not as bothered. I, personally, only ever had one customer claim they were recording the call and she made the mistake of only mentioning it half way through. The sad part of that was that I could see what her issue was but she mentioned it at the wrong time and I was forced to inform her that I was obliged to end the call and why I had to do it.