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.
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)
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.
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)