I used to do tech support for a cable internet provider so I have first hand experience with the reasons why a phone call is recorded when you call almost any customer service department. I think most people don't understand what these recordings are normally used for which is why many purchase a Phone Recorder. Personally I think it's a good idea to record calls yourself, especially when you are promised a credit by a customer service representative only to discover later that it never ended up on your account. In my experience the recordings were not saved to help verify that type of a situation, but to grade the performance of the person taking the call. Our quality assurance department listened to a certan percentage of our calls to make sure we were not doing something wrong. I often got in trouble for "creating an unrealistic expectation". Yes, you can get in trouble for helping people more than what the system allows...The belief was if I helped a customer more than what was set in the procedures, they would expect that the next time they called. I do recommend that you record those calls so that you have documentation to back up what was promised to you.
There are other reasons people look at buying phone security equipment. It is to prevent their phones from being tapped or eavesdropped on. Years ago this was not much of a concern but with the increased technology we have today, an innocent call could be taken out of context.
No comments:
Post a Comment