[reactor_sa]

does anyone know what happens to all those calls with customer services that are 'recorded for your protection'?
and why do some places say 'may be recorded'?
how does one go about getting one of these recordings?
how long are they supposed to keep them for?

[Freakboy]

I worked for Sun International and they kept all the recording from when the call centre was started. Usually when someone wanted a recording they had to send an official lawyers letter stating why they wanted the recording and for what purposes they are going to use it. It was then sent to our legal department for consideration, and then the recording as released or not. If they then still wanted the recording the matter was taken to court. That has only happened twice as far as I know.

[reactor_sa]

Freakboy, on 11 Feb 2009, 02:52 PM, said:

I worked for Sun International and they kept all the recording from when the call centre was started. Usually when someone wanted a recording they had to send an official lawyers letter stating why they wanted the recording and for what purposes they are going to use it. It was then sent to our legal department for consideration, and then the recording as released or not. If they then still wanted the recording the matter was taken to court. That has only happened twice as far as I know.

what if we use an aus accent 'ey mate?

[millennia]

Quote

and why do some places say 'may be recorded'?

for that exact reason, it may be recorded. some systems require a call logger to be installed on each telephone unit which as you can imagine sorta gets rather pricy.

As for getting one of the recordings you'll have to speak to the call centre manager. I sure hope you've got a valid reason for it though otherwise they won't even think about considering it. You need all the details too - Agent, time, date, duration helps too.

[reactor_sa]

millennia, on 11 Feb 2009, 03:15 PM, said:

Quote

and why do some places say 'may be recorded'?

for that exact reason, it may be recorded. some systems require a call logger to be installed on each telephone unit which as you can imagine sorta gets rather pricy.

As for getting one of the recordings you'll have to speak to the call centre manager. I sure hope you've got a valid reason for it though otherwise they won't even think about considering it. You need all the details too - Agent, time, date, duration helps too.

are some places required to record ALL conversations? like some companies have 'voice contracts' where by you accept a contract on the line. surely these must be kept as proof. like your signature.
i mean who has ever physically signed for vehicle insurance?

This post has been edited by reactor_sa: 11 February 2009 - 03:49 PM

[Oj0]

+1. My fiancee got a contract with Cell C without ever physically signing anything.

[PHalanKS]

They also say it "may" be recorded so if getting hold of it would help you they can deny it was recorded...

[Stuart]

We tried to get one of those recordings once. Some company sent some toner here for our laser printer, charging us three times the amount that our normal supplier charges us, and claimed that one of our (former) staff members had ordered it. When we said that we doubted it, they said they had the call recorded. In the end, it was recorded and he had ordered it, but it took about six weeks to get the recording out of them (even though it helped their case in the end, not ours).