Sunday 19th May

The Pulse

On the record

Written by
Paul Hassing

Businesses, Featured, Your Clients

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22
May

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?

Phone tap

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).

Have you?

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?

Would some lowlife kill my campaign by giving Today Tonight recordings of me weeping over my sewage crisis?

Call me paranoid, but I imagine call-centre teams relaxing after work, cacking themselves over ever more hysterical exchanges with their hapless clients.

Given the above, my instinct is to stop cooperating – though that may further erode the level of ‘service’ I receive.

Call on Line 2

Do you:

Record?
Mind being recorded?

Why (not)?

Go ahead:

…

You’re on the line.

Paul Hassing | Founder & Senior Writer – The Feisty Empire

call recording, clients, customer service, training

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What others are saying

Author

Tash Hughes

May 22, 2012 at 12:20 pm

I certainly don’t record anyone’s calls to me

I haven’t thought about it as much as you, Paul, but I find it annoys me more for some places than others.

From people who work at a place that their calls are recorded I know that many of those calls are never played back so I assume mine are usually boring enough it will never interest anyone (not even Today Tonight when I run for PM!). I wouldn’t like working where I know a large proportion of my day is recorded and could be listened to by my boss and colleagues though.

And I figure some of the recording (at places where complaints abound) it is also partially to protect themselves – “see he really did give you a disclaimer…”

I guess better knowledge would be nice – like are you recording my name and personal details alongside my call or is stripped back to basics that actually would help in a training situation? So much information is stored about us now, it would be nice to not think all my phone calls are part of that, too.

Reply
- Author
  
  Paul Hassing Founder & Senior Writer - The Feisty Empire
  
  May 22, 2012 at 12:50 pm
  
  Many thanks for your considered response, Tash. Your interest has been noted.
  
  You also flag some beaut ideas. As usual!
  
  If you’d like to share a coffee and some Boston bun with us, we’re in the white van across the road.
  
  Reply
Author

Adam Finlay

May 22, 2012 at 12:21 pm

I like to see you run for office, Mayor Hassing. Even walk for office. Call me to discuss. If you hear a faint whirr on the line, just ignore.

PS I always just say ‘yes’. But I suppose we could all equally just say ‘no’.

Reply
- Author
  
  Paul Hassing Founder & Senior Writer - The Feisty Empire
  
  May 22, 2012 at 12:53 pm
  
  Thanks, Ad. I’ve crawled into my office a few times; does that count?
  
  <<>>
  
  Oh dear, I think we may have a crossed line ..
  
  Reply
  - Author
    
    Paul Hassing Founder & Senior Writer - The Feisty Empire
    
    May 22, 2012 at 12:54 pm
    
    … SO I SAID TO HIM I SAID JULIE DON’T GO AND HE WENT ANYWAY WHAT WAS I SUPPOSED TO TO DO …
Author

Adam Finlay

May 22, 2012 at 1:06 pm

Let n = Julie.
Therefore Julie(n) – 1.

Nothing like a fine cut to the chase.

Reply
- Author
  
  Paul Hassing Founder & Senior Writer - The Feisty Empire
  
  May 22, 2012 at 1:20 pm
  
  You cut it real fine, Ad.
  
  Don’t get acute.
  
  Reply
Author

Leon Noone

May 22, 2012 at 2:14 pm

G’Day Paul,
I’ve often wondered why people “run for office.” I’m sure that life would be far more interesting if they “swam for bathroom,” or “dashed for toilet” or even “bounded for bedroom.” Perhaps the Prime Minister could “retire for good” and take whatsisname, the member for Dobell, with her.

Wayne Swann could paddle for productivity and Tony Abbot could burrow for budgiesmugglers.

You’ve done it again Paul: inspired me to write classy drivel. Congratulations! The best I can do for anyone else is trot out dreary drivel.

Sincere thanks on behalf of the other 17 readers of your blog.

Go Bombers!
Best Wishes
Leon

Reply
- Author
  
  Paul Hassing Founder & Senior Writer - The Feisty Empire
  
  May 22, 2012 at 3:02 pm
  
  Strike a light, Leon! You could get on the radio with that sort of material! I believe MTR has recently gone off air. Any chance you might make a big media play? Then you could broadcast to the world and I could listen at home. And tape you. Best regards, P.
  
  Reply
Author

Judy

May 22, 2012 at 4:46 pm

I’m still reading your blogs Paul

This time your main topic was lost on me after I listened to the link under cacking themselves.

I realise the guy is a comedian;BUT …I’ve worked in this field and had a mentally ill family member and hearing the pain (even pretend pain) of a phycotic experience and auditory delusions makes me sad.

Humour is in the ear of the hearer;like a recording it depends who’s doing the listening.

I still think your writing is awesome,
Jude

Reply
- Author
  
  Paul Hassing Founder & Senior Writer - The Feisty Empire
  
  May 22, 2012 at 4:51 pm
  
  Thank you for your candour, Jude; I prize it.
  
  I’m very sorry you felt that way about the crank call. Having been at the wrong end of my brain more than once, I thought it was fine.
  
  But you’re quite right; we don’t all feel the same. I’ll be more circumspect in future. Fond regards, P.
  
  Reply
Author

Phil Owens

May 23, 2012 at 9:55 am

There are some great reasons to say ‘this call is being recorded for training purposes’ – It allows them to have a reason to record the call which seems innocuous and for the benefit of someone seeking to improve (we assume customer satisfaction).
Recording would be more of an implied threat and a governance process, as well as some really sneaky back-door marketing.
From an implied threat perspective, if we believe the call is being recorded, we would be less likely to lose the ‘nana at the person on the other end of the line. It probably improves the behaviour of the consumer considerably.
Having the call recorded acts as good governance. Rather than entering into a ‘he said/she said’ dilemma over an issue, they can simply refer to the recording. It protects them from false claims.
There is now new software which can examine calls for keywords. Consider any call longer than one minute as being a potential sales opportunity. Mine all the keywords from every such call and you have a fantastic list of keywords that you know are hot button topics with your consumer base. Use this to power your google adwords and other marketing efforts and you get super-customised results.
Oh, and there may occasionally be some training benefit.

Reply
- Author
  
  Paul Hassing
  
  May 23, 2012 at 12:00 pm
  
  What an absolutely fascinating break-down! How you do learn all this stuff, Phil?
  
  Based on what you’ve said, I now realise recording companies must be profoundly grateful when I decline their invitation. For I’d surely trash or fail every one of their value-add tests!
  
  Sincere thanks for your fascinating insights.
  
  Reply
  - Author
    
    Phil Owens
    
    May 23, 2012 at 12:21 pm
    
    Thanks Paul. My brain records all inbound calls for ‘training and development purposes’….
  - Author
    
    Paul Hassing Founder & Senior Writer - The Feisty Empire
    
    May 23, 2012 at 12:24 pm
    
    Ha! Well, you just trained ME!