Whats the point of recording the customer service calls???

Question

why do they record my call whn i call them to as them about somthing??

Answer 1

ITS BIG BROTHER MAN!!!

its the companies was of making sure that their CSRs treat you with respect, so that when you complain, they can pull records of the call and use it as a tool to fire or disapline that employee.  

Or prove that you the customer was a rude, demanding person, because you were an *** to the CSRs, but nice as gold to the Supervisor.

Plus as a training tool, it can be used as a "don't do this" or "this is how it is supposed to sound"

Answer 2

So if you claim that a telephone rep was abusive or rude, they would have the evidence in hand.

Answer 3

1) For training purposes. New employees can listen to recorded calls to learn what to do, or what not to do.

2) Quality control of the reps. Managers will occasionally pull recorded calls to make sure the reps are doing their job correctly or to follow up with a customer complaint.

3) Legal recourse against customers. If customers say anything that can be deemed criminal or illegal, that is evidence that can be used against them.

Answer 4

i think probably bc they cant fire u for any reason so its a excuse to fire someone. cause u "were too rude or u didnt ask the right questions to verify that, that is the person." in other words HIPPA

Answer 5

It is for training purposes, but most of the time the person on the phone is not that nice.

Answer 6

incase u are rude or do something bad that they go to court over, they could use it as evidence