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craigten

S.Trent claiming calls aren't recorded?

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Hi all,

I recently had an episode where a customer services manager definitely sniggered when I asked for compensation for being on hold for over 30 minutes to resolve a very simple issue.

 

I called her on it and complained and today,

after four chase-up emails to the person 'dealing' with the complaint,

got the following response to my asking if the person replying to me had actually listened to the phone call in question as opposed just taking the manager's word that she had not sniggered (as she had alluded to):

 

I’m afraid we’re unable to listen to the call you had with Rachel, the reason for this is because Rachel is a manager within our call centre. Manager telephone calls are not recorded due to the confidential nature of the calls they take. This is to protect the confidentiality of the staff she manages.

 

Thoughts on this, please? Is this reasoning correct?

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Yes they are correct. In most organisations line managers telephones are not subject to any recording because the managers will have confidential conversations with employees, as well as commercially sensitive conversations.


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That's why YOU should be recording the call.

Anyhow, complaints about sniggering won't go anywhere.

Better to substantiate your complaint with more solid reasons

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yes, should it matter anyway? You have been here since 2006 so you must have read the customer services guide and you obviously record all your calls yourself


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