Building on my Electronic Information and Privacy: Emails post, I thought to add just a bit more, this time about phone use.
Have you ever called customer service, customer support or just called a company for some reason and heard “This phone call may be recorded…” followed by some reason or another and then been placed on hold?
You do know that the call is being recorded from the moment that message is given, correct? Doesn’t matter if you’re on hold for two seconds or two years, you’re still being recorded and everything picked up in that recording is available for the folks on the other end of the line to use.
For whatever purpose they deem necessary.
“But the message said it was only for training purposes.”
No doubt. But training to do what?
Idle chatter about the people or company you’re calling, business discussions about some other company you’re dealing with, flirtations with others in your office, all are recorded and available for use.
Did you know that you have a right to make your own recordings of those conversations? It’s one of those wonderful things; if you’re told the conversation is being recorded, you can make your own recording of the conversation.
I do that when I have a sense things aren’t going to turn out as fairly as they should. Example: when customer support for a certain company decided not to adjust a bill one of their reasons was that they would have to go back and listen to the recording to make sure what I described had actually transpired before they could make any adjustments.
I said, “Well, hold on. Maybe I can help you. I made a recording of that conversation myself,” and started to play it.
“No, there’s no need for that. I’m sure we can settle this issue quickly.”
Do you know you have the right to tell them you don’t wish the conversation recorded? That often sends them into a tailspin.
Do you know you have the right to record phone conversations provided you alert the other party to that fact?
Next time you get annoying, repetitive phone calls, let the caller know you’re recording. If they reply, “I do not wish this phone call recorded” you are free to offer, “Then you should hang up now.” If they don’t hang up they are consenting to being recorded by staying on the phone and talking to you.
Last item: Sometimes I find it useful to record a phone call (always letting the other party know I’m doing so and providing transcripts if requested). This is especially true when negotiations are being done over the phone. Recording and providing transcripts allows both parties to be quite clear on what’s being offered, what’s being provided, what exact timelines are, who’s doing what, … Many people take notes when on phone calls (I do) and then compare their notes after the fact.
I view recording and transcripting business calls as “taking notes” on steroids. Transcripts extremely helpful because they provide such rich clarity. Disagreements and confusions are amazingly minimized when someone has their direct words in front of them.
I’m big into minimizing disagreements and confusions these days.
And I can’t wait until the attorneys read this.
Please contact NextStage for information regarding presentations and trainings on this and other topics.
- 8 June 2010 – Creating a Social Media Campaign That Works in Concord, NH
- 21 Sept 2010 – Social Media Messaging with Meaning in Concord, NH
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