“Your Call may be Monitored and/or Recorded for Quality Assurance Purposes.”
Most people would assume that this is just something that is thrown out there for companies to protect themselves. Although this may be true, and most companies do record their calls, one would be led to believe that very few would actually review these calls. I’ve discovered that this isn’t necessarily the case.
Recently, Jake, Warren, and I (I’m Dave, by the way) have been running a VoIP company called GrokPhone. We have been testing out a Linksys SPA3102 ATA. This is a device that let’s you turn your normal analog telephones into VoIP capable phones, while still being able to receive calls from your landline.
I was having difficulties getting this device setup, so I called Linksys tehnical support for some assistance. Upon calling them, I was told that I couldn’t receive technical support, and that I was to contact my reseller for support. Regardless of the fact that I ensured the representative that I was in fact a reseller, they wouldn’t hear of it, and ended the call promptly. With a few more hours of playing around with it, I managed to get the device up and running, and just brushed the whole incident off.
About a week ago I received a call from the “Linksys Quality Assurance” department. The woman calling wanted to follow up on a recent call I had with Linksys technical support. She indicated that upon reviewing the recorded call, they determined that the representative’s conduct towards me was disrespectful. She had called to apologize for the incident, and gave me a direct number to call in the future for Reseller Support.
This is the sort of customer service I would expect from all companies. It is unfortunate that the incident occured in the first place, but it’s also good to know that these incidents are being reviewed and followed up on. I had a similar experience with Telus, except it took a call to their Loyalty & Retentions department to get the issue sorted out.
- Dave
