'This call may be recorded'

[mouk786]

I am sure we have heard the blurb at the beginning of most calls to call centres which say the call may be recorded

I imagien it is damn near impossible to actually hear a copy of a call you have actually made to a company (assuming it was recorded) ?

Anyway, surpirsingly I just called up a company (HSA) about a dispute and they said they would listen to my prevous calls, which took my by surprise, but I spose it is quite good (assuming what I said on my last calls matches up with what I think I said

Anyone had any experiences of this before? Ever managed to obtain a copy of a recorded call? I have thought about it i nthe past but always assumed I would be fobbed off with something about it not being recorded/too much hassle etc

[Alfahorn]

Most call centres record calls using IDVR or Integrated Digital Voice Recording. Most calls can be downloaded and listened to straight away, however if a call is more than 3 months old they are normally achived to a commonal garden CD.

[selwonk]

We record our call centre and can turn around a request by a client for the recording in minutes. It's all indexed by phone number...

[Alfahorn]

selwonk said:

We record our call centre and can turn around a request by a client for the recording in minutes. It's all indexed by phone number...

Ours are by agent name.

[stormin]

I'm sure the Freedom of information act applies to this as well as paper records. Write to the company (as you have to with this Act) and see how you go.

oh don't forget to respond on here so we can all know too. - Good luck

[ShadownINja]

Interesting. A chance for me to review my telephone flirting.











Although Virgin Media's Sanjit said that if I didn't stop, he'll have my account closed.

[mouk786]

I bet they tell me I was talking bks! Cannot recall as it was a call made like mid November.

I'll find out tomorrow

[911motorsport]

Alfahorn said:

Most call centres record calls using IDVR or Integrated Digital Voice Recording. Most calls can be downloaded and listened to straight away, however if a call is more than 3 months old they are normally achived to a commonal garden CD.

it's 'Common or Garden' ;-)

Call centres will usually provide you with a transcript of the conversation, for a nominal fee

Edited by 911motorsport on Tuesday 20th January 19:11

[Office_Monkey]

stormin said:

I'm sure the Freedom of information act applies to this as well as paper records. Write to the company (as you have to with this Act) and see how you go.

oh don't forget to respond on here so we can all know too. - Good luck

Not FOI - is a Subhect Access Request under data protection.

[grumbas]

If we get a complaint we can't resolve without the customer hearing the call we'll normally put it on a CD for them, but as we've already reviewed it we know we're in the clear so charge them £10 for the privilege!

Otherwise I guess you'd have to make a request under the Data Protection act for a copy of the recording, which again carries a £10 charge.

[catmartin]

I'm glad it happens. I got a contract off Phones4U last month and they said they would give me a cheque for £50 cashback but it didn't arrive. So today I phoned them and guess what...no record of the cashback offer?

So I asked for the girl to listen to my previous call. Cheque's in the post!

[jamoor]

stormin said:

I'm sure the Freedom of information act applies to this as well as paper records. Write to the company (as you have to with this Act) and see how you go.

oh don't forget to respond on here so we can all know too. - Good luck

Where do people get this junk from?

FOI is only applicable to government organisations.

[stormin]

jamoor said:

stormin said:

I'm sure the Freedom of information act applies to this as well as paper records. Write to the company (as you have to with this Act) and see how you go.

oh don't forget to respond on here so we can all know too. - Good luck

Where do people get this junk from?

FOI is only applicable to government organisations.

I'm only going from my experience at work. I thought FOI was applicable to all organisations that hold data on someone, working along side the data protection act

[MitchT]

I read on PHeads a few days ago about someone raising a dispute and asking for the recording to be reviewed, only to be told that the recording couldn't be found. It rather bids the question, how does one go about recording calls so that one have evidence of what a company denies that they told one, and how does one open a call with a disclaimer stating that the call will be recorded so that the recording is admissible?

Edited by MitchT on Tuesday 20th January 19:33

[agent006]

stormin said:

I'm sure the Freedom of information act applies to this as well as paper records. Write to the company (as you have to with this Act) and see how you go.

oh don't forget to respond on here so we can all know too. - Good luck

FoI only applies to public bodies. Data protection act applies to data held about an individual.

[selwonk]

MitchT said:

I read on PHeads a few days ago about someone raising a dispute and asking for the recording to be reviewed, only to be told that the recording couldn't be found. It rather bids the question, how does one go about recording calls so that one have evidence of what a company denies that they told one

http://www.rectel.co.uk

Edited by selwonk on Tuesday 20th January 19:35

[stormin]

agent006 said:

stormin said:

I'm sure the Freedom of information act applies to this as well as paper records. Write to the company (as you have to with this Act) and see how you go.

oh don't forget to respond on here so we can all know too. - Good luck

FoI only applies to public bodies. Data protection act applies to data held about an individual.

Thanks for the clarity, and without the insult.

[jeff m]

If I make a call that gives that recording and it is one where it matters, I press the memo button and record the call.
I've always asumed that as both parties are already aware of being recorded I can use the memo which does not give the beeps.

I've never needed it but it does help with long confirmation numbers and re asking the persons name that they gaveme at the start of the call.

Now I have to go and check the memo records both halves of the conversation, it did on my last office phone

[jamoor]

agent006 said:

stormin said:

I'm sure the Freedom of information act applies to this as well as paper records. Write to the company (as you have to with this Act) and see how you go.

oh don't forget to respond on here so we can all know too. - Good luck

FoI only applies to public bodies. Data protection act applies to data held about an individual.

Indeed, FOI essentially allows you to get any information about a public organisation, e.g. you can find out how much that new wing at the hospital cost, or how much money your NHS doctor is making every year.

[Bee_Jay]

MitchT said:

I read on PHeads a few days ago about someone raising a dispute and asking for the recording to be reviewed, only to be told that the recording couldn't be found. It rather bids the question, how does one go about recording calls so that one have evidence of what a company denies that they told one, and how does one open a call with a disclaimer stating that the call will be recorded so that the recording is admissible?

Edited by MitchT on Tuesday 20th January 19:33

http://www.onlinespyshop.co.uk/product.php/207/digital-telephone-call-recorder