"Your call may be recorded for training purposes"
11-01-2005, 22:47
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#1
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Inactive
Join Date: Jun 2003
Location: Los Angeles, CA
Age: 47
Posts: 6,343
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"Your call may be recorded for training purposes"
Interesting article on call monitoring and outsourcing here:
http://news.com.com/2100-1022_3-5530021.html
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11-01-2005, 22:59
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#2
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Join Date: Jun 2003
Location: heckmondwike
Age: 40
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Re: "Your call may be recorded for training purposes"
well i didnt expect people to be on hold NOT to be monitered, but the way they do things in the US makes youw onder how support levels are over there ?
customer service in this country is severely underminded by profits and speedy pickup and end call times.
i remember watching a program the other day about indian call centers, the people who were trained were given fake english or american names, just to coarse customers in to thinking they are speaking to a non-foreigner or maybe someone who is infact half asian half english, its about psychology really.
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11-01-2005, 23:12
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#3
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Re: "Your call may be recorded for training purposes"
How can Abbey 'listen to the calls for training purposes' as I heard tonight when I rang them, when they 'transfer' your call and promptly lose it - not once but 3 times?  And they have 'outsourced' their call centres too 
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11-01-2005, 23:33
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#4
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cf.mega poster
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Re: "Your call may be recorded for training purposes"
What you need to remember (and I've been caught out a few times with this) is "calls may be recorded" does not neccessarily mean they are being 'tape recorded' - it can also mean they are recorded as in 'logged' on their systems
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Heavy Is The Crown
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11-01-2005, 23:37
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#5
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Re: "Your call may be recorded for training purposes"
Quote:
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Originally Posted by Russ D
What you need to remember (and I've been caught out a few times with this) is "calls may be recorded" does not neccessarily mean they are being 'tape recorded' - it can also mean they are recorded as in 'logged' on their systems
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yes but most compaines i have dealt with in the past dont bother logging calls in that manner, i had to get back to a few and they go 'oh we dont seem to have a record of that' or dont admit to any knowledge of a call 
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12-01-2005, 01:00
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#6
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Re: "Your call may be recorded for training purposes"
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Originally Posted by kronas
yes but most compaines i have dealt with in the past dont bother logging calls in that manner, i had to get back to a few and they go 'oh we dont seem to have a record of that' or dont admit to any knowledge of a call |
I think the word _may_ is important here. Basically it's up to the company what they decide to record, if at all, how long they keep it, etc. It probably even covers the supervisor evesdropping on the Call Centre bod.
Because they say _may_ be recorded, does that mean they have to record. My understanding of the English Language suggests not.
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12-01-2005, 06:10
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#7
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Location: Sutton in Ashfield.
Services: Virgin, phone and 50meg Broadband.
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Re: "Your call may be recorded for training purposes"
Quote:
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Originally Posted by Russ D
What you need to remember (and I've been caught out a few times with this) is "calls may be recorded" does not neccessarily mean they are being 'tape recorded' - it can also mean they are recorded as in 'logged' on their systems
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Thats right Russ, we have call monitoring where I work, it's not monitored by a person it all goes through a machine, if we get any complaints we ask the date and time when the call was made then we look it up on the monitoring machine, play it back then bingo we have the caller.
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12-01-2005, 06:28
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#8
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Re: "Your call may be recorded for training purposes"
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Originally Posted by Nidge
Thats right Russ, we have call monitoring where I work, it's not monitored by a person it all goes through a machine, if we get any complaints we ask the date and time when the call was made then we look it up on the monitoring machine, play it back then bingo we have the caller.
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Pretty much the same at my old place. It's also useful sometimes to be able to get a number that you called or to prove the date & time you did so.
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12-01-2005, 09:17
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#9
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Re: "Your call may be recorded for training purposes"
Quote:
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Originally Posted by kronas
yes but most compaines i have dealt with in the past dont bother logging calls in that manner, i had to get back to a few and they go 'oh we dont seem to have a record of that' or dont admit to any knowledge of a call |
Yes, we've all dealt with ntl  
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12-01-2005, 16:13
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#10
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Re: "Your call may be recorded for training purposes"
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Originally Posted by Russ D
Yes, we've all dealt with ntl |
well that was one company but they are not the only ones
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