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"This Call Is Being Recorded For Training And Quality Purposes"

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"This Call Is Being Recorded For Training And Quality Purposes"

Old 02-29-2012, 12:09 PM
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Default "This Call Is Being Recorded For Training And Quality Purposes"

Like they have a bunch of trunk monkeys ready to take the customer service positions? WTF are they 'training'?






Than I respond, "This call is being recorded for possible litigation purposes".
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Old 02-29-2012, 12:10 PM
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I tell them to shut it off!!!
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Old 02-29-2012, 12:12 PM
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Originally Posted by Schmaltz~Herring View Post


Than I respond, "This call is being recorded for possible litigation purposes".

That's good. Mind if I use it?
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Old 02-29-2012, 12:13 PM
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Probably some of your professional buddies told them it would be a good idea to record calls for their protection in any law suit ....and the disclaimer allows them to do just that.. Just a guess on my part..
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Old 02-29-2012, 12:16 PM
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Originally Posted by Ghetto Lobster View Post
That's good. Mind if I use it?


Sorry, It's been copyrighted for training purposes.



Originally Posted by Cracker View Post
Probably some of your professional buddies told them it would be a good idea to record calls for their protection in any law suit ....and the disclaimer allows them to do just that.. Just a guess on my part..

For the record, I don't have any 'professional' buddies, only unprofessional ones that have boats.
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Old 02-29-2012, 12:18 PM
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Originally Posted by Schmaltz~Herring View Post
Like they have a bunch of trunk monkeys ready to take the customer service positions? WTF are they 'training'?


Than I respond, "This call is being recorded for possible litigation purposes".
Maybe they want to record a few PITA customers and play it back in the classroom.
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Old 02-29-2012, 12:21 PM
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I tell them that I do not agree to their terms of recording me and they are welcome to call back STATING that they are not in fact recording the conversation. Nobody ever calls back
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Old 02-29-2012, 12:22 PM
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Originally Posted by Schmaltz~Herring View Post

For the record, I don't have any 'professional' buddies, only unprofessional ones that have boats.

That is what they all say at the pole dancing club...
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Old 02-29-2012, 12:23 PM
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Actually--I just had a problem with a company and the supervisor pulled the recording.

The person involved called me and apologized.
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Old 02-29-2012, 12:28 PM
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Originally Posted by Capt.Willie View Post
Actually--I just had a problem with a company and the supervisor pulled the recording.

The person involved called me and apologized.



Why were you beligerent? arrogant? nasty tempered? menstrual? I thought the Cialis company did not do recordings.
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Old 02-29-2012, 12:29 PM
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Originally Posted by Pierless View Post
Maybe they want to record a few PITA customers and play it back in the classroom.
Indeed, we do. But also examples of exceptional calls for others to model. I think we have some of the best trained agents in the world. At least, the ones here in the US -- I won't get into any discussion about the ones in India or Manila.

Agent in India: "Hi, my name is George."
Me: "No, it's not. You're name is Murali or Pachsev or Achmar or something else I'll never be able to remember or pronounce. Why are you lying about you're name?"
Agent in India: "So you will feel better relating your problem to me."
Me: "Relate to this!" <click>
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Old 02-29-2012, 12:33 PM
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Originally Posted by Capt.Willie View Post
Actually--I just had a problem with a company and the supervisor pulled the recording.

The person involved called me and apologized.
Yep, we do that, too. If that agent hangs up on you, no matter how big a douchebag you are to them on the phone, out the door they go. It's a tough job. And their performance is often judged based on their call quality.

When I walk out across the floor, it's very energizing. Like a beehive, several hundred agents all smiling into the phone in both English and Spanish.
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Old 02-29-2012, 12:38 PM
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Where I used to work every call was recorded, and managers could listen to any of them... A QA team in India did random checks and often caught people doing all sorts of stuff. We caught a guy having phone sexish conversations for hours with someone in California - we fired him and his wife had to pick him up..... we caught people scamming money and cheating on incentives... we caught customers lying.....pretty interesting stuff--- in the 2 years I was there at least 3 people got fired for sexual phone calls.
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Old 02-29-2012, 07:11 PM
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Originally Posted by Capt.Willie View Post
Actually--I just had a problem with a company and the supervisor pulled the recording.

The person involved called me and apologized.
Many years ago I paid a non-refundable deposit for a product on the phone and the company then tried to add on an additional $500 fee after the fact. They told me I the fee was disclosed and agreed upon on the initial phone call and they had it on tape. I said the pull the tape and play it back for me and if the disclosure was on the recording I would pay. I thought it was a rather simple request, but they refused and after a heated exchange and discussion ...they waived the fee.

At my company we use recordings for training and quality control so that patient registration representatives may hear their own recordings.

It's one thing to listen to someone else for training examples and another to listen to yourself. How many times does it take you create a voice mail which you are satisfied with?
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Old 02-29-2012, 07:24 PM
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Federal Law requires that if a call is being recorded there must be disclosure in advance. Companies use the training BS rather than just say that the law requires disclosure.

Employees also have to agree that they know calls are recorded and monitored per Federal Law.

The announcement is just compliance with law--not a courtesy to callers.

I worked for a car dealer (high end) and sales managers did listen to calls and some people got fired for conduct on phone--some calls were played for eveyone to hear and there were some great laffs---the managers thought. It always pissed me off when that happened
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Old 02-29-2012, 07:38 PM
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Originally Posted by NoFearEyes View Post
Federal Law requires that if a call is being recorded there must be disclosure in advance. Companies use the training BS rather than just say that the law requires disclosure.
Not in all states. Some states are 2 party states (both parties must be aware of the recording) and some are one party states (only one party has to be aware of the recording). Washington DC and many states are 2 party states (or district), while GA is only a 1 party state.
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Old 02-29-2012, 07:39 PM
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Originally Posted by Schmaltz~Herring View Post
Like they have a bunch of trunk monkeys ready to take the customer service positions? WTF are they 'training'?

Trunk monkeys.
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Old 03-01-2012, 06:21 AM
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Originally Posted by Dulcecita Lures View Post
Indeed, we do. But also examples of exceptional calls for others to model. I think we have some of the best trained agents in the world. At least, the ones here in the US -- I won't get into any discussion about the ones in India or Manila.

Agent in India: "Hi, my name is George."
Me: "No, it's not. You're name is Murali or Pachsev or Achmar or something else I'll never be able to remember or pronounce. Why are you lying about you're name?"
Agent in India: "So you will feel better relating your problem to me."
Me: "Relate to this!" <click>
Yep--In this case the guy was not rude--he completely had some facts wrong that almost led to a critical mistake that was holding things up on a closing.

When confronted with what he said--he realized his mistake and changed his position with apologies.

I am still working with him. He had the stones to admit his mistake.

I believe in forgiving--and keeping an eye out.
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Old 03-01-2012, 08:41 AM
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If you call ATT you get the "call will be recorded for training ..." but at the end is says "... if you don't want this call recorded, tell the person that helps you." I guess ATT gives you the option of opting out of being recorded.
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Old 03-01-2012, 09:00 AM
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Originally Posted by Eyeball View Post
If you call ATT you get the "call will be recorded for training ..." but at the end is says "... if you don't want this call recorded, tell the person that helps you." I guess ATT gives you the option of opting out of being recorded.
This is making the false assumption that when one calls ATT customer service, one will receive actual help from an actual person.
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