More organisations are recording phone conversations for ‘training and quality purposes’.
Last month, a ROBOT began by saying I was being recorded.
I found this confronting, disturbing and annoying.
But is it bad for business?
I hate having to opt out, having been automatically opted in. It’s such a manipulative, condescending slap in the face.
Yet if a real-live customer service person said:
‘Please excuse me, Mr Hassing, but I’m relatively new here. I know we’ve only just met, but I’d like to ask you a really BIG favour.
You see, I’d learn a great deal if I could record our chat and review it later with my boss and colleagues.
Naturally we’d delete the recording as soon as we’d finished with it – probably not longer than a week. And of course I’d send you a copy for your archives. Would you mind terribly if I captured our interaction?’
I’d very likely agree.
Alas, Paul’s fantasy world of love and light doesn’t exist. Instead, tapes run by default and I must be the precious punter who exclaims:
‘Oh no; you mustn’t record me! Stop it at once!’
What’s the point?
This isn’t the best way to build rapport before trying to resolve, say, a tricky billing issue.
So why do companies do it?
Despite years of being recorded for training and quality, I haven’t noticed an improvement in either (quite the contrary).
Hold the line
I assume these (electronic?) recordings last forever.
I’m on ‘em, but I certainly don’t own ‘em.
I can’t even access them.
Let alone delete them.
What if I ran for public office?
Given the above, my instinct is to stop cooperating – though that may further erode the level of ‘service’ I receive.
Call on Line 2
- Mind being recorded?
You’re on the line.