In speaking with business professionals still struggling with the slow return of the economy, one of the frustrations is in dealing with credit card companies, mortgage companies, or other lending institutions after the busines person has missed a payment. One of the more frequent annoyances they confront when dealing with certain organizations over the phone is the necessity to hear a scripted announcement from the customer service representative about how the call is being recorded, that if this is an attempt to collect a debt…, that if you have filed bankruptcy, the information is for informational purposes alone, etc.
The assumption has always been that the recording is for the protection of the agency so that any agreements can be confirmed, that there is proof of contact, acknowledgement of the deal struck, or in some other way provide relief should the debtor claim to not have spoken with or discussed the payment plan. However, when there is a dispute between the organization and the debtor, the recording is not to be shared with the caller. The organization (bank, lender, credit card, collector) has access to it, but they do not allow the caller to hear it or review it with them. When questioned about why that is, the answer that is provided is “that is our policy.” So, while there is a recording, it is for THEIR protection and not in the interest of pursuing the “truth.” If there is a dispute about what was said or agreed upon – the caller cannot check the recording. The organization does the “research” and then determines what (if any) actions need to be taken. So, it is a case of the wolf guarding the hen house. They are unwilling to allow the customer to have access to the recording. Therefore, it is left to the customer to “trust” the company to correctly represent what was contained in the telephone call.
Not at all a customer-oriented organizational approach to be sure! The bureaucracy trumps performance in this instance as it is far more concerned with “covering their own hindend” than in properly serving customers.