call centre - right to obtain copy of recorded conversation?
Discussion
HI all,
I have a bit of dispute with a well known mortgage company. Basically, I have just been informed that my current mortgage 'deal' is to expire and that my mortgage will revert to their standard rate. My recollection is that two years ago I moved to a full-term tracker. They say they have '2 year deal' tracker on their computer. None of the written documentation mentions anything to determine which. Both trackers were of identical rate so I cannot see why I would have limited myself to a smaller term.
I have had my request for the recording of the conversation I had two years ago declined. This would be the only proof (either way) of what was agreed.
Do I have any right to it?
I have a bit of dispute with a well known mortgage company. Basically, I have just been informed that my current mortgage 'deal' is to expire and that my mortgage will revert to their standard rate. My recollection is that two years ago I moved to a full-term tracker. They say they have '2 year deal' tracker on their computer. None of the written documentation mentions anything to determine which. Both trackers were of identical rate so I cannot see why I would have limited myself to a smaller term.
I have had my request for the recording of the conversation I had two years ago declined. This would be the only proof (either way) of what was agreed.
Do I have any right to it?
AFAIK, contact centres aren't obliged to record conversations unless the service is regulated like for a utility company's fault lines or gov't services or similar.
IF the caontact centre does record conversations, 'for training' purposes, you might find that either they only recorded select conversations/lines or even if they did record yours, their records might not go back that far. (storing sound digitaly can be quite Mb intensive.)
If they have the recording, I'm fairly sure they're obliged to give you it, but they could always say they don't have it on record I guess.
IF the caontact centre does record conversations, 'for training' purposes, you might find that either they only recorded select conversations/lines or even if they did record yours, their records might not go back that far. (storing sound digitaly can be quite Mb intensive.)
If they have the recording, I'm fairly sure they're obliged to give you it, but they could always say they don't have it on record I guess.
Most call centres record all conversations, it's done by the 'phone system automatically and is recorded onto worm drives of some type, probably DVD's these days. They usually do it to be sure of what their own staff have said, nothing to do with training although they are occasionally used for training.
You might have a right to the information under the FoI Act . . . maybe DVD will know ?
You might have a right to the information under the FoI Act . . . maybe DVD will know ?
MK4 Slowride said:
They should've recorded it especially if they have audice licence. You should have every right to that recording and it's stored on their server so it shouldn't 'go' missing. It'll be saved under your phone number.
I think you are entitled to it, the only problem I can foresee is that you say this happened two years ago. Will they still have the recording? I'm not sure from my time on a call centre (yes, I'm sorry, I worked in a call centre) I'm not sure how long we kept the recordings.cougargirl said:
MK4 Slowride said:
They should've recorded it especially if they have audice licence. You should have every right to that recording and it's stored on their server so it shouldn't 'go' missing. It'll be saved under your phone number.
I think you are entitled to it, the only problem I can foresee is that you say this happened two years ago. Will they still have the recording? I'm not sure from my time on a call centre (yes, I'm sorry, I worked in a call centre) I'm not sure how long we kept the recordings.esselte said:
cougargirl said:
MK4 Slowride said:
They should've recorded it especially if they have audice licence. You should have every right to that recording and it's stored on their server so it shouldn't 'go' missing. It'll be saved under your phone number.
I think you are entitled to it, the only problem I can foresee is that you say this happened two years ago. Will they still have the recording? I'm not sure from my time on a call centre (yes, I'm sorry, I worked in a call centre) I'm not sure how long we kept the recordings.The heavily regulated call centres I've been involved with recently have to keep their recordings for at least 6 years.
But as I say, not all call centres record conversations.
Plus, the technology for recording them isn't assumed functionality, additional components/servers/applications/trunks often, (and in my experience always), have to be added by a solutions provider like Verint.
But as I say, not all call centres record conversations.
Plus, the technology for recording them isn't assumed functionality, additional components/servers/applications/trunks often, (and in my experience always), have to be added by a solutions provider like Verint.
Busa_Rush said:
Most call centres record all conversations, it's done by the 'phone system automatically and is recorded onto worm drives of some type, probably DVD's these days. They usually do it to be sure of what their own staff have said, nothing to do with training although they are occasionally used for training.
You might have a right to the information under the FoI Act . . . maybe DVD will know ?
FoI act is for public bodies only, not mortgage lenders.You might have a right to the information under the FoI Act . . . maybe DVD will know ?
Big Rod said:
The heavily regulated call centres I've been involved with recently have to keep their recordings for at least 6 years.
But as I say, not all call centres record conversations.
Plus, the technology for recording them isn't assumed functionality, additional components/servers/applications/trunks often, (and in my experience always), have to be added by a solutions provider like Verint.
On one of the systems I used to be involved with the software also recorded the agent's keystokes so,in the event of any dispute, the agent's whole session could be replayed showing what had actually been entered on the system as well as what had been said.....But as I say, not all call centres record conversations.
Plus, the technology for recording them isn't assumed functionality, additional components/servers/applications/trunks often, (and in my experience always), have to be added by a solutions provider like Verint.
You are entitled to it if they have kept it. However, not all calls may be recorded, and also many are not kept (takes up too much room).
If you are certain send them a SARs request, they have to oblige.
I would advise speaking to the FSA if they are not able to help you with their complaints procedures.
If you are certain send them a SARs request, they have to oblige.
I would advise speaking to the FSA if they are not able to help you with their complaints procedures.
esselte said:
Big Rod said:
The heavily regulated call centres I've been involved with recently have to keep their recordings for at least 6 years.
But as I say, not all call centres record conversations.
Plus, the technology for recording them isn't assumed functionality, additional components/servers/applications/trunks often, (and in my experience always), have to be added by a solutions provider like Verint.
On one of the systems I used to be involved with the software also recorded the agent's keystokes so,in the event of any dispute, the agent's whole session could be replayed showing what had actually been entered on the system as well as what had been said.....But as I say, not all call centres record conversations.
Plus, the technology for recording them isn't assumed functionality, additional components/servers/applications/trunks often, (and in my experience always), have to be added by a solutions provider like Verint.
ETA :- Systems like that are illegal in Germany BTW!!
Edited by Big Rod on Friday 14th November 15:26
I think many large financial institution record conversations, just part of policy these days so they can revert to it.
If they say they don't have it, then stand your ground. Worse case it goes to the Ombudsman and your stuck on what they've offered. Best case they back down for the sack of the extra hassle it'll cause.
If they say they don't have it, then stand your ground. Worse case it goes to the Ombudsman and your stuck on what they've offered. Best case they back down for the sack of the extra hassle it'll cause.
Big Rod said:
The heavily regulated call centres I've been involved with recently have to keep their recordings for at least 6 years.
But as I say, not all call centres record conversations.
Plus, the technology for recording them isn't assumed functionality, additional components/servers/applications/trunks often, (and in my experience always), have to be added by a solutions provider like Verint.
Several of the big switch providers can do call recording as part of their package - in most instances its rolled up oem from the likes of Verint.But as I say, not all call centres record conversations.
Plus, the technology for recording them isn't assumed functionality, additional components/servers/applications/trunks often, (and in my experience always), have to be added by a solutions provider like Verint.
Generally though, they act as suppliers and sub it out to Verint (or someone else). As a Verint engineer, I may be able to point you in the right direction if you give me a bit more info via email. ie which mortgage provider is it?
I'd be very surprised if the call wasn't recorded. If any transaction details were arranged during the call then it should have been recorded, and they must provide you with the wav file or a transcript.
Ofcom are your people if you have evidence that you've put a call into them. (phone statement....)
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