topic Re: O2 customer services secret's? in Discussions & Feedback

O2 customer services secret's?

Anonymous — Thu, 11 Feb 2016 18:50:33 GMT

Three times today, when speaking to O2 Customer Services, I have had calls terminated by their staff. It appears they are concerned I have been recording the calls, when I have not.

It then occured to me that 02, who record calls for what they describe as "Training and Quality Assurance Purposes" are encouraging their staff to terminate calls which maybe recorded by customers.That has prompted the next question..... what are they so scared of? They are a telecommunications company! Who do not want to communciate on the phone if the call is recorded. I run my own business and would want to hear copies of calls from my customers who were complaining. Does 02 Management have something to hide? Surely if a member of staff is going to say something on the phone, that member of staff wouldn't be scared of the call being recorded?

Re: O2 customer services secret's?

jonsie — Thu, 11 Feb 2016 18:54:41 GMT

I take it you were making a complaint? Why would they think you were recording the call unless you told them, or was there some kind of audible warning?

Re: O2 customer services secret's?

Anonymous — Thu, 11 Feb 2016 19:02:55 GMT

I was making a complaint, and was not happy with the answers i was being given, so when I asked (simply asked) if I could tape the call, the agent terminated the call stating she was not happy for me to record what she was telling me. This has made me question if O2 feel they can lie on calls as long as customers don't record the lies? It sounds like a closed door policy on truth and customer rights to have accurate records as they do when they record calls.

Re: O2 customer services secret's?

Bambino — Thu, 11 Feb 2016 19:11:48 GMT

How do you know they're concerned that you might be recording the calls? How do you know they're encouraging their staff to teminate the call if they think they're being recorded?

Edit: Apologies @Anonymous I think we were posting replies at the same time.

As this is a customer to customer forum, we wouldn't know what protocols are set out for customer service or what the policy is on a customer recording a call.

Perhaps @Toby the community manager might be able to help with your query. Other than that, the only ones who could give you an answer would be....customer service.

Re: O2 customer services secret's?

Cleoriff — Thu, 11 Feb 2016 19:10:11 GMT

It does sound like a weird set up as well as a poor response...

Re: O2 customer services secret's?

MI5 — Thu, 11 Feb 2016 19:24:39 GMT

Obviously from a legal POV you have to declare that you intend to record the call.
I can't see it being a problem as long as they have nothing to hide.....?

Re: O2 customer services secret's?

Anonymous — Thu, 11 Feb 2016 19:25:23 GMT

It was made pretty clear to me, by all 3 staff members (I wont name them here) as they said "I do not give my permission for you to tape the call" and then temrinated the call. On the last call, the agent was overhead talking to a collegue or supervisor who told them what to say. The wording was identical on all 3 as if being read from a script. And finally, when I spoke to a manager they informed me that their staff are trained to do this.

My point is this though... if staff are able to speak to customers, surely O2 should not be ashamed or feel awkard if their customers to record what is said?

Does anyone have any knowledge of how I may obtain copies of those tapes?

Re: O2 customer services secret's?

Bambino — Thu, 11 Feb 2016 19:29:14 GMT

You can speak to CS again, but it doesn't sound as if they'd be very helpful. You can lodge a formal complaint here: http://www.o2.co.uk/how-to-complain

Re: O2 customer services secret's?

MI5 — Thu, 11 Feb 2016 19:29:36 GMT

You are entitled to request that o2 listen back to any calls but I don't think they hand them over to customers.

Re: O2 customer services secret's?

jonsie — Thu, 11 Feb 2016 19:34:31 GMT

I have worked in a call centre and I never gave my permission to be recorded. It's up to the individual as far as I'm aware.

Re: O2 customer services secret's?

sheepdog — Thu, 11 Feb 2016 23:54:05 GMT

Contrary to what the media says i.e. the US biased media in portraying the scenario, it is not illegal to record calls in the UK providing its for your own use only nor do you need to ask. Do a search for RIPA or take a look here http://www.businesssystemsuk.co.uk/is-call-recording-legal (though this is my search, do your own research into this)

However, read the details on using the recording in the form of a complaint as effectively it can't be given to a third party unless you ask them for permission to record the call. I presume the termination of the call would be policy in order to prevent any mis-use by a customer if they did end up recording even after a 'no' was stated by the operator.

Re: O2 customer services secret's?

Curr946 — Fri, 12 Feb 2016 00:38:51 GMT

The problem with customers recording calls is that it so easy using editing software to manipulate the sound bites. This generates a potential for reputation damage. You can get copies of any recorded calls from the companies (in this case o2) by making a DSAR request.