> Many companies' CSRs are under strict instructions to hang up if they ever get so much as a hint that the conversation may be recorded.
This was our policy when I was doing tech support and I enforced it a small handful of times.
>I'm not entirely certain GDPR covers phone calls.
Depends on the content and the information stored alongside it, the medium is irrelevant.
Shouldn't the voice be personal identifiable information? Just as a picture is.
They could of course store a machine translated transcript instead (assuming no personally identifiable information is uttered (though almost always there is, the customer is expected to give a customer ID or something)).
Also, considering how bad computers are at understanding spoken words the usefulness would be debatable depending on context.
Re:Customer takes Bell to court and wins
by TallGuyShort on Wednesday May 02, 2018 @09:44AM
(#16976765)
I would imagine most calls that people would want to record would contain PII anyway: account numbers, etc.
I find it utterly disgusting. Online chats, emails etc will always be recorded, why are companies so scared of their phone support being recorded?
I hope at some point we get regulation requiring companies to share recorded phonecalls with their customers when they demand it. (I'm not entirely certain GDPR covers phone calls. Maybe someone knows)