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Our calls are important to them

“Your call may be recorded for quality assurance purposes.”

I’ve always assumed — based on nothing — that when the recorded voice says that, it’s basically lying. How many recorded calls do they need for their extensive training purposes? Or do they have some ulterior purpose in capturing every fascinating syllable of every fabulous service call?

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9 Responses to “Our calls are important to them”

  1. My company makes pretty frequent use of recorded customer service calls for training. It’s not just for training customer service reps – they also use it to teach managers, salespeople, and engineers about common customer problems and complaints.

  2. I was surprised recently when I called the TSA and they didn’t have the typical “may be recorded.” Instead, the message said “Your call is recorded.”

  3. Yeah, this is usually a legal requirement in order to record the calls at all. Some companies use the calls for training, some review random calls to check the performance of the employees taking calls. IN practice it’s a low percentage of calls that are actually recorded, but since they *might* record yours, they need to alert you. Of course, what’s you alternative to consenting? Hang up??

  4. Couple of this. Typically its for legal and compliance reasons and then used for training as well. (The message covers your ass). Also used for assessing quality of agents e.g. find some really good and really lousy ones and have data to do a comparison and analysis. But ultimately its about legal and compliance

  5. At my firm we occasionally use an approach referred to as “double-jacking” to listen first-hand to customer/service-representative interactions. In this scenario the call is not (necessarily) recorded but instead a second headset is patched in to the call (i.e., “double-jacked”) allowing another individual to hear but not (necessarily) participate in the interaction. This technique is instructive in that it can sometimes lead to a clearer understanding of where improvements in our products or services might be warranted – the goal is far from nefarious as the primary “ulterior purpose” is to better serve our customers. Of course, it benefits the firm as well; we try to understand the needs of out customers in order to better design self-service (read, “Web-based”) alternatives to a live customer service representative hosted phone interaction. Self-service channels such as a Web site, as you might expect, are orders of magnitude less costly to sustain. I see it as win-win.

  6. Since most of the menus are frustrating and most of the wait times are unconscionable, I hope managers hear my call at some point. I always point out to the person answering the call theat I know it is not their fault, but they should pass on to the supervisors that the wait is too long or the menus confusing, or whatever it is that is the difficulty with that call. I do this after we have discussed why I called in the first place.

    It is encouraging to read above that at least some companies do listen sometimes, and maybe pay attention. Remember to tune in when I call, as I always have something trenchant and correct to say!

  7. Of course, the “quality assurance” isn’t always for the caller, either! I worked for a very short time at a call center when I was in college. One day, a call went poorly, and in the second between the time the caller hung up and I disconnected, I swore. Later that day, I was called into the manager’s office and let go for swearing on the line. The evidence — the call they recorded for “quality assurance” purposes. I was low-quality.

  8. I attended a usability conference a couple of years ago in which two usability specialists reviewed a web site they developed and the usability results for the site. I asked if they had considered including data from their customer service calls to estimate the usability of their web site. They said no and seemed a little surprised that anyone would think that data might inform a usability study. A company concerned about the customer experience, at least in my opinion, closes that quality loop in customer calls with product and service design processes.

  9. thank yo

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