Your call may be recorded for quality and training purposes

Who hasn’t heard that phrase? Do you know what it means? Would you hand over sensitive information after hearing it?

I met an old friend recently. He currently makes some extra money at home doing transcription for a US company. One of the audio files he had to transcribe was from a telephone conversation made in Australia. The customer was asked to give their card details (all of them) along with their name and address. The customer even made sure to demand that the details would not be kept.

I’m sure it couldn’t happen here, or could it?

It definitely could, although it would be a nightmare for the company if the incident ever became public, especially with GDPR being enforced. So I’d say they have a stronger incentive here to actually follow through with such customer demands.

3 Likes

The last couple of times I’ve had to give card details over the phone, I’ve been informed that the recording would be paused as I read out the numbers. This was accompanied by a realistic sounding tone, so I’m inclined to believe them.

3 Likes

I’ve been transferred to the billing department which is unrecorded. Or for another company the recording was paused during the card details being entered.

2 Likes

I used to do some work for Apple and when they took card details the operator would transfer the caller to an automated system to take everything then was passed back to the operator.

1 Like

The company I work work for uses call recording software which automatically mutes the part of the call where the card details are asked for (when you are in that section of their account it cuts the recording automatically)

2 Likes

I worked for Sky TV and we asked customers to type their card details using their phone keypad. That would autofill the details onto our screen using asterisks (except for the last 4 digits and expiry date). The downside was sitting there getting deafened by high pitched ‘beep’ as each number was entered.

1 Like

Under PCI compliance, the calls should be re routed to a non recorded line, or agent taking call should say clearly recording been stopped.

8 Likes

I work for a UK Mobile Network and can confirm when taking card payments our screen recording displays as paused as well as any audio recording. So on playback for “training and quality” purposes there is these silences during these parts in a call.

2 Likes

Maybe just Australia, then.