I worked in IT in a banking call centre for many years. Yeah it's fairly likely, every week they'd pick out 5-10 recorded calls and review them with the agent in a coaching session. It's fairly standard practice on how they get appraised, promoted etc.
Yep. I’ve also seen this done in call centres. If I get one of those post call “rate your experience” messages and I’ve had good service from the person on the other end, I always complete the survey and mention them if I can. I know, in some instances, it can directly impact them positively.
It's a bit of both really. They record to cover their arse but also they do use them to coach call agents. Sometimes they also need that cover, in more than half the disputed cases we listened to the truth is the customer was lying.
I understand if the interaction is going to form part of a contract, but mostly it’s just an enquiry. I’ve told companies to check their recordings before because their rep’s notes contradicted my recollection. I was vindicated every time.
I actually had an insurance company go review an inquiry call I'd made. I specifically asked if something was covered, was denied my claim and when I contested it I was granted the payout because their staffer messed up. So maybe.
Yes, if "for training or quality purposes" = breaking the agreement you negotiated with them over the phone, thinking the recording would protect both parties, only to learn they would not disclose the recording on request, or to the relevant Access to Information laws in that province/country.
I tell CSRs I hope they use my call & it’s being audited in real time. Good or bad.
As an aside: when I am done, I often ask to speak w/a supv usually bc the call was excellent. Funny how there’s always one avail to take that kind of call but never when the interaction was substandard.
People have stopped noticing that the sentence actually makes no sense. A recording being used for "quality purposes" instead of "quality monitoring purposes" or "quality management purposes" doesn't mean anything.🤨🤔
Call centers monitor every call and will reprimand or fire for the tiniest off-script conduct, I got in trouble once for being insufficiently polite to a guy who just wanted to rant about women.
And I wasn't even being rude, I just was supposed to ask him if he would like to hang up 3 times and I couldn't get out more than once because he wouldn't let me talk at all. Couldn't get a word in.
Also the phrase "hang up" was treated like the word "die" for kindergarten class, we had to use euphemisms like "sir, if you're not going to say anything (product/company) related, please end the call" lmao
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As an aside: when I am done, I often ask to speak w/a supv usually bc the call was excellent. Funny how there’s always one avail to take that kind of call but never when the interaction was substandard.