Customer Service

[Cogswel_Cogs]

I have a question, I was talking to a person for customer service for my cable company. A message palys saying theat the phone call may be recordeed for....

So durring the conversation I told them I was recording the conversation.

Cannot I interpit when someone a company says that call may be recorded that they are allowing me to record conversation?

 

[cglaura]

Here's a general guideline, it varies by state:

http://www.rcfp.org/taping/

 

[DisneyScraps]

I used to work for the telephone company, It was our rule that at any time a supervisor could listen in and score our performance. We had to do and say very specific things. It happened monthly. They didn't record conversations when I was there but when I hear that notice I know why they are recording.

Lisa

 

[OceanAnnie]

I have a question, I was talking to a person for customer service for my cable company. A message palys saying theat the phone call may be recordeed for....

So durring the conversation I told them I was recording the conversation.

Cannot I interpit when someone a company says that call may be recorded that they are allowing me to record conversation?

Good for you!

It seems like that, "recording conversation" blip is used quite a bit by different companies. I have heard it so often, I've almost been desensitized to it. Not a good thing really.

 

[jlewisinsyr]

I used to work for the telephone company, It was our rule that at any time a supervisor could listen in and score our performance. We had to do and say very specific things. It happened monthly. They didn't record conversations when I was there but when I hear that notice I know why they are recording.

For non-market companies (ie. financial companies) this is often most often the reason, because they're trying to improve the customer experience by improving how their representatives assist customers.

For financial companies it often is regulated that calls must be recorded to confirm trade or other financial transactions if the customer later disputes what they requested.

For emergency/medical companies, the reason is often safety of the client/customer and ensuring that the call is maintained if a legal action is taken (which also can apply to all of the above).

 

[Planogirl]

If someone tells a representative of our company that they are recording the conversation, the employee is advised to end the call. I don't think that the company recording a conversation necessarily infers that it's OK for the caller to do so. However maybe it's OK if the caller doesn't mention it?

 

[dakcp2001]

If someone tells a representative of our company that they are recording the conversation, the employee is advised to end the call. I don't think that the company recording a conversation necessarily infers that it's OK for the caller to do so. However maybe it's OK if the caller doesn't mention it?

I used to work in a call center, and we were told to end the call if the customer said they were recording the coversation. We recorded it for training purposes only, and customers are not recording you for training purposes.

And fwiw op, I couldnt understand your original post, not sure what you were trying to say?

 

[kwelch10377]

I used to work in a call center, and we were told to end the call if the customer said they were recording the coversation. We recorded it for training purposes only, and customers are not recording you for training purposes.

And fwiw op, I couldnt understand your original post, not sure what you were trying to say?

This is what the reps in my dept are told if someone says they are recording the call. We just record random calls from training only. The team manager will use the calls during her one on one meetings with reps to review what they did good and what they can improve on. We also use them for something we call Voice of the Customer sessions. We present calls to a large group to other depts and higher executives on differrent issues such as customers upset about promotions or the service the received in stores.

I do know in MA (I like the law varies by state) that it is illegal to record someone without telling them and just as the rep can tell the customer that they do not want to be recorded, the customer can tell the rep the same thing.

 

[Cogswel_Cogs]

And fwiw op, I couldnt understand your original post, not sure what you were trying to say?[/QUOTE]

What I was wondering was when a company says.

"This phone call may be recorded", Can't I interpit that to mean that I can record the call?

 

[jlewisinsyr]

What I was wondering was when a company says.

"This phone call may be recorded", Can't I interpit that to mean that I can record the call?

Simple answer to that, no. They are advising you, you have not yet advised them.

 

[FlyingDumbo]

No, both parties need to be informed they are being recorded and both parties need to agree to it. Why would you want to record the call? Or tell them you are? J ust to be difficult?

You catch more flies with honey when it comes to calling 800 numbers. If your rude or demand things, all you get is longer hold times and passed around more. I worked in a call center for years when I was younger and for that reason, I have lost my faith in humanity.

 

[mguilford1]

My question is.... If they can record you why cant you record them? And with all these companies that have policies to hang up if the customer is recording the call, why would that be unless they are saying or doing something illegal. If the company is doing nothing wrong who cares if the customer is recording? I work in a call center and customer service is #1 if someone wants to record me go ahead I have nothing to hide.

 

[Cogswel_Cogs]

Actually the person was pretty rude to me. I was kinda suprised how rude. No big deal though I have pretty thick skin.
I was really just thinking hypothetically.
To me the saying
"This call may be recordeed," has two meanings.

I guess I am wrong was just wondering.

 

[kaytieeldr]

My question is.... If they can record you why cant you record them? And with all these companies that have policies to hang up if the customer is recording the call, why would that be unless they are saying or doing something illegal. If the company is doing nothing wrong who cares if the customer is recording? I work in a call center and customer service is #1 if someone wants to record me go ahead I have nothing to hide.

Well, as some posters above have stated, businesses record the calls for training (or quality) purposes. There's no - what's the word - comparable reason for the customer to record you. They're not training you, critiquing you, or making sure you're following company policy.

Also based on some of the above responses, you should probably check with your employer to see what their stand is on this.

 

[kaytieeldr]

Actually the person was pretty rude to me. I was kinda suprised how rude. No big deal though I have pretty thick skin.
I was really just thinking hypothetically.
To me the saying
"This call may be recordeed," has two meanings.

I guess I am wrong was just wondering.

Odds are, the call WAS recorded.

Call back, ask for a supervisor, explain what happened, give them the date and approximate time - and name of the CSR if you have it. THAT'S one of the reasons companies record calls. If the rep was rude, it'll be addressed.

There's no need or point for YOU to record the call. Your recording could be edited. They're not likely to accept it as 'proof' of anything; plus, if you go into every call with an expectation of being treated poorly - you probably will be.

eta: You're reading too deeply into the word "may". They're not giving you permission; perhaps the wording should be changed - but it's pretty standard.

But if anybody ever gets a call from someone who says, "This call is probably being recorded for quality purposes...", you can thank Cogswel Cogs for my change

 

[Imzadi]

No, both parties need to be informed they are being recorded and both parties need to agree to it.

In NYS, this is the law.

They are informing you that they recording the call. You have a right to refuse to speak to them.

If YOU are recording the call also, you must advise THEM so they ave the right to refuse to be recorded.

Any calls where the other party was not notified that they were being recorded is inadmissible in court. The only exceptions are like police wiretapping, or the like.

The reason employees are told to hang up if they are told they are being recorded is because the company may have hired someone who is a brainless twit like the woman who fell into the fountain. They do NOT want someone like that to be on official record representing the company, in case she says something as stupid as in her fountain lawsuit.

If the company agrees to be recorded, it would probably be by an official legal representative, authorized to speak on the company's behalf, not some customer service rep.

 

[mguilford1]

I would not record calls, but I have once because I was being treated very rudely and actually illegally by a group representing my student loans. I told them I was going to record and they hung up and never called again. I called the state attorney general to file a complaint and found out they were not allowed to practice business in my state and many others. I am assuming the OP was being treated badly or why else would she have made that comment?

As far as work goes they never talked about customers recording at my 2week training, but like I said the best customer service is a must, nothing less is tolerated so I doubt they get many people saying they are going to record.

 

[snarlingcoyote]

Here's a general guideline, it varies by state:

http://www.rcfp.org/taping/

It always amazes me how many people don't know that conversation taping laws vary by state! I love that link.