In the IVRS scheme of things, when one is about to get connected to customer support after a lot of Press 1, Press 2, Press 5, etc, there is always a warning: this call will be recorded for training and quality purposes.
What happens if the customer doesn't want to be recorded? Just too bad. They can't register their complaint.
It's a clever way to record conversation, without getting into legal hassles. Why would a customer want to be part of a Company's training and quality initiatives? Mind you, the customer is not given a copy of the recording. In case the customer is following up on their complaint there is no way that they can hold the Company responsible for any promises/timelines spelt out during previous conversations. So, the recording is only for the Company's sake and use.
How does a customer know that their recordings will not be misused, or become a datapoint of the delinquent Company? With AI marching ahead without any restraints, voice recordings can easily be manipulated and misused.
Customers need protection against this blatant invasion of privacy and the deceitful way in which Companies record conversations.
3 comments:
Life is complicated.
Very right. Today with AI etc the recorded conversation can be twisted to any extent which can not only damage the reputation of the complainants but also create altogether different perspecyive
All marketing strategies have an element of hidden costs and conditions inbuilt for the exclusive benefit of the business. This recording meant more to keep their staff on their toes and also get some realistic customer feedback has little or no other worthwhile value to waste time over.
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