Please or to access all these features

Add post

Watch this thread

Save thread

Start a new thread

Flip thread

Hide thread

My feed

Active Unanswered threads

Getting started FAQ's

Unanswered threads Acronyms Talk guidelines

Hide shortcut buttons

Talk

Chat

Join the discussion and chat with other Mumsnetters about everyday life, relationships and parenting.

Flip

Original poster

Recording for training purposes

15 replies

DamsonInGin · 29/12/2020 19:43

Just had a call from HMRC and for once quite pleased to hear from them as at least if they ring you you can speak to the right person!

Anyway she informed me as they always do that they call will be 'recorded for training purposes'

Got me thinking has anyone ever actually experienced training where they have been played recordings of customers?

OP posts:

lilylongjohn · 29/12/2020 19:43

Yes, we use the recordings all the time for new starters on our support desk

Scarby9 · 29/12/2020 19:46

I have twice asked firms to go back to replay their 'recording for training purposes' when I have been told incorrect information - vindicated both times! I am very happy for a recording to be made, whatever the reason.

Findahouse21 · 29/12/2020 19:47

We do at work, not for general training, but if someone raises a complaint then we listen to the call and play it back to the staff to explore what went wrong. It'sa specific area that we cover so need to make sure things don't get missed.

Pinkstars2501 · 29/12/2020 21:42

Yeh when I worked for a directory enquiries company, they played us loads of them when we were training.

VodkaGirl77 · 29/12/2020 22:45

No, but I did once ask my doctor's surgery to review a telephone conversation regarding an appointment date/time as I was so upset about something. It turned out I was right!

LouiseTrees · 30/12/2020 00:29

Banks and insurance companies do it quite regularly.

SebastianTheCrab · 30/12/2020 06:52

@Scarby9

I've always been suspicious that it I'm in the right they'll mysteriously lose the recording so if it's an important call (eg buying insurance) I also make my own recording!

ChipsWithThat · 30/12/2020 06:57

In financial services yes, we use them as part of performance management

Mintyt · 30/12/2020 07:12

I work in insurance (fraud) and if a customer disputes what was said on a call we can listen to the call to see what was said. The customer can also request the call, it's very watertight- we can also request the information input into an aggregator website to see if you did or did not disclose the correct information

Blankiefan · 30/12/2020 08:07

I used to manage a smallish call centre (around 70 agents). Each agent would have a session at least fortnightly with their manager listening to 3 of their calls from the previous couple of days. They'd discuss what they did well and how could improve. It was a core activity for managers

MedusasBadHairDay · 30/12/2020 08:10

@Findahouse21

It's been used the same way at all the places I've worked.

Also managers listen back to calls at random to check that they are being handled correctly, so they can check if the colleague on the phone needs any further training.

yetea · 30/12/2020 08:13

Where I work we can and do listen to calls. Complaint handlers will review calls when dealing with complaints, normal advisors can ask to listen to a call if they're dealing with something (normally trying to stop a complaint eg. another advisor has told the customer they have until the 30th but it should have only been the 29th we would honour the 30th that they were told). Each advisor also has a minimum of one call listened to by a manager each month for quality assurance. We also listened to recorded calls during our initial training, generally very upset customers and how to manage them or very angry customers and how to handle those.

Original poster

DamsonInGin · 30/12/2020 09:53

Ah - so if you manage an angry or upset customer really well do you get praised?

OP posts:

MedusasBadHairDay · 30/12/2020 10:23

@DamsonInGin

Ah - so if you manage an angry or upset customer really well do you get praised?

Depends on the company, but yes - if you work somewhere decent - you do.

I know that handling a particularly nasty customer recently helped towards me getting a new position within the company, as my previous manager listened back to the call and let my new manager know about how well I handled it.

DGRossetti · 30/12/2020 11:38

James Acaster did a routine about this in one of his specials ... and then being recognised in the street by people who'd trained from his calls ...

It's you, isn't it ? Number 18 !? - Can I have your autograph ? Wait till I tell the guys at the office that I've met number 18 ....

Flip