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Should call centres to tell us our calls are being listened by 3rd person(s)

TORPC
Grafter
Posts: 5,163
Registered: 08-12-2013

Should call centres to tell us our calls are being listened by 3rd person(s)

We already know of the
(Your Calls May Be Recorded For Training And Monitoring Purposes)
& can be burned to CD/DVD disc for training purposes
However the neglect to inform us
(You Calls May Be Listened In By Our Peers To Monitor How We Handle Your Call)
I get & understand that staff may need to be monitored
However what are us consumers legal rights ?Huh
Should they tell us our calls are being listened in to ?Huh
More so from Foreign call centers
4 REPLIES
Moderator
Moderator
Posts: 16,519
Thanks: 1,778
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Registered: 06-04-2007

Re: Should call centres to tell us our calls are being listened by 3rd person(s)

When I worked at Saga and had the occasional spot-check where a manager would listen in to a call I made the customer aware of it.
I would like to be informed if someone else is listening in. More worrying is if the listener is remote and making notes of sensitive information.
But if told the call is monitored and you refuse to accept it how can you be sure that the monitor really isn't listening in any more before continuing?

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

TORPC
Grafter
Posts: 5,163
Registered: 08-12-2013

Re: Should call centres to tell us our calls are being listened by 3rd person(s)

There may be more like you out there, however I am yet to come across them.
Valid points you raise
1. Is the listener making notes on sensitive information , If so FOR (what purposes)
2. Not sure if the call center staff could tell if the call has stopped being listened into (as to advice consumer)
Moderator
Moderator
Posts: 16,519
Thanks: 1,778
Fixes: 123
Registered: 06-04-2007

Re: Should call centres to tell us our calls are being listened by 3rd person(s)

In my case the manager was sitting by my side but, obviously, the customer didn't know that.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

TORPC
Grafter
Posts: 5,163
Registered: 08-12-2013

Re: Should call centres to tell us our calls are being listened by 3rd person(s)

Not unless they hacked into saga's internal CCTV system Roll eyes