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Many companies' CSRs are under strict instructions to hang up if they ever get so much as a hint that the conversation may be recorded. I find it utterly disg
by scrollaway 9y ago
Many companies' CSRs are under strict instructions to hang up if they ever get so much as a hint that the conversation may be recorded.
I find it utterly disgusting. Online chats, emails etc will always be recorded, why are companies so scared of their phone support being recorded?
I hope at some point we get regulation requiring companies to share recorded phonecalls with their customers when they demand it. (I'm not entirely certain GDPR covers phone calls. Maybe someone knows)
- ryanlol 9y ago>I'm not entirely certain GDPR covers phone calls. Depends on the content and the information stored alongside it, the medium is irrelevant.
- tjoff 9y agoShouldn't the voice be personal identifiable information? Just as a picture is. They could of course store a machine translated transcript instead (assuming no personally identifiable information is uttered (though almost always there is, the customer is expected to give a customer ID or something)). Also, considering how bad computers are at understanding spoken words the usefulness would be debatable depending on context.
- TallGuyShort 9y agoI would imagine most calls that people would want to record would contain PII anyway: account numbers, etc.
- Spoom 9y ago> Many companies' CSRs are under strict instructions to hang up if they ever get so much as a hint that the conversation may be recorded. This was our policy when I was doing tech support and I enforced it a small handful of times.
- walrus01 9y agoAll of Canada is a one party consent jurisdiction for phone call recording. You (the consumer) do not need to inform the other end.