I am sure you are all familiar with the recording when you call in for customer service. This call may be recorded for quality assurance or for educational purposes.
But do they really record them? And if so what do they do with them?
Well folks yes they do record them but you might be a bit surprised as for the reasons for doing so.
As mentioned in my bio I worked the front line of customer service for many years. In various aspects of different companies.
Customer service, sales, over due accounts etc.
Now I am not talking about a five and dime kind of operation here. This was a huge company to this day I think employs well over 50,000 people.
Went through 8 weeks of training full time I might add.
Mon-Fri 9-5 to learn how to pull the company line.
But what do they do with those calls? Well to start out yes they do record them so be careful what you say and whom you say it to.
Do they look at how their employee greeted the customer was it friendly polite etc yes I guess they do.
Do they look at what the representative said to the customer? Yes most definitely they do that also.
What are they looking for then?
They are looking for missed sales opportunities. I should mention that this only applies to customer service when the company you are calling is selling a product or service. Since there are some instances that you call in for basic information i.e. the government etc.
Did they up sell the customer? When the customer asked for A did you say that would go great with B and C and maybe even D?
So rest assured everyone the reason for the recording is not what you think it is for. But that does not mean that they can not use it to listen to the interaction you had with a representative. So watch yourself when you are on those calls. Since if a complaint is in your future you want to keep it plain and civil.
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Scott W. Calgary is the author of the eBook http://www.complaintogain.com A detailed step by step instructional eBook to guide you through the tricky process of complaining and being successful at it. Scott spent 10 years on the receiving end of customer complaints. So he has used what he learned on the opposite end of the spectrum and through his own trial and error and combined all of his knowledge and his success into his eBook.
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