Quizzes & Puzzles12 mins ago
Recorded phone conversations
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No best answer has yet been selected by Carol Anne. Once a best answer has been selected, it will be shown here.
For more on marking an answer as the "Best Answer", please visit our FAQ.It's also quite possible that the person you spoke to wasn't telling the truth or was perhaps mistaken in believing it would be recorded. I would have thought it was unlikely that a company would record & file every single conversation held on their phone lines. Call centres - sorry, contact centres - take hundreds, often thousands, of calls every single day. Imagine how difficult it would be to store & accurately log every phone conversation so it can be easily retrieved if there's a query.
Might be worth a quick call back to check exactly what details were recorded....
hello It should be announced in some way that calls are being recorded.. this would be on the IVR automated phone system or in your contract. it is standard practice to add this to the IVR (press one here and 2 there).. you may have missed in the droning voices.. may be best to redial and double check.
Also, the company needs a licence to record calls and there's at least 2 different types. One to record a sample of calls for training purposes etc. and one to record every single call received.
Even if the announcement isn't on the telephone as you're getting through "This call may be recorded", it might be that the company is only required to notify you in any way at all (in print?). This is a guess though.
> employee taking the call
> date and time of call
> electricity account number being queried or other customer details.
All of this is automated. And easy.
Also, the electricity folks may be able to search centrally on their database to find out when a particular account was last queried. The customer wouldn't even need to remember when they called.
Easy. Automated...
They should tell you before you actually tell them why you have phoned them.I've had this before & am told my call May be recorder for training purposes.
However even if they don't tell you at the start of the call but they have this info printed on their leaflets or ads "That some calls may be recorded" then this still covers their back.As is it giving you due warning.