Monday, October 6, 2008

Who's listening?

I've had some rather interesting dealings with a UK energy company recently. No, Ideal Interface hasn't ventured into yet another market segment (we're happy enough consulting with Retail, Financial Services & Travel right now), I've just been trying to sort out the bills for our company office in West London.

Its meant that I've been regularly exposed to the recorded voice, just before I'm connected to a 'Customer Services Representative' saying:


“This call may be recorded or monitored for quality, training or security purposes”

Taking the time to break this sentence down the other day, whilst I was repeatedly put on hold, I realised how bad a job this message does of reassuring the listener.

1. They May be doing this if they want to
2. How is this conversation being stored?
(Note, if you then pay with your credit card is the voicemail system PCI-DSS compliant?)
3. Who's quality, yours or theirs?
4. Training, aren't they not already trained enough to speak with customers?
5. Security? Is for their security not mine?

Surely there must be a better message? Something more likely to provide even a small amount of assurance to their customers that they have their interests at heart, perhaps?

I'll wait to find out. Well, I've been waiting long enough on hold already......

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