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    A & B Taxis Record all calls to our switchboard

    Call recording is used for a number of different reasons. Every organisation will have a specific need they are trying to fulfil by recording calls. From our prospective, call recording can help us comply with strict regulations, pass legal controls, resolve potential disputes with customers as well as support with employee training and customer quality assurance. As a company we record our calls just to sometimes assist us in the event of a dispute or clarification with a customer about what was agreed on the phone. If we have the call recording system in place, they would have three possible outcomes:
    Listen back to the recordings and establish that the customer is right and work towards coming to a satisfactory conclusion for both the company andyou the customer. Whether the company or you the customer is believed to be right, knowing we have a choice of playing the call recording to the you in order to clarify the situation makes it so easy, not to attribute blame but to come to a happy conclusion. This conclusion my still not be agreeable to both parties, but at least they know that the system or the customer was correct. The recording establishes that a clear agreement was made; For example: The customer states "I need a pickup up at 8.30 for my club tomorrow ”, our telephonist says "OK, 8.30 it is ", but because we on a 24 hour clock the customer in fact meant tomorrow eveing , but the telephonist booked 830 in the morning. The cars attends at 8.30am and because of a no show the booking is cancelled and the customers misses thier appointment that evening ?. Sometimes it is just a miscommunication between both parties.
    This is just an example of how call recording can potentially help solve any misunderstanding our company might have with you the customer.

    Do businesses have to tell me if they are going to record or monitor my phone calls?

    Advertisements that invite calls to a given number, whether the advert appears as a poster, on television or radio or in the print media, frequently carry a message to the effect that calls may be recorded for monitoring and quality purposes. Warnings can also be given in literature, terms and conditions, letterheads and on websites.
    Nonetheless, businesses are under no obligation to inform you if they are recording calls for any of the following reasons to:
    1.Provide evidence of a business transaction
    2.Ensure that a business complies with regulatory procedures
    3.See that quality standards or targets are being met in the interests of customer services
    4.Prevent or detect crime to investigate such as fraudulent use of credit card for journey payments.
    5.However, if businesses want to record for any other purpose, such as market research, they will have to obtain your consent.

    As a note, you may find it interesting that Ofcom themselves do not give any announcement on calls that calls may be recorded. They do however advertise it on their website as below:'Please note that calls to the Contact Centre may be monitored or recorded.
    How does Ofcom explain what the above rules mean, following is a verbatim extract from "Explanatory Guide to the Self Provision Licence (SPL) and the Telecommunications Services Licence (TSL)":

    18. The condition provides that you should make every reasonable effort to inform all parties to a call that it may or will be recorded, silently monitored or intruded into. The particular means by which you choose to do this are not specified in the condition. Acceptable options, depending on circumstances, might include warning tones, pre-recorded messages, spoken warnings by the operator or written warnings included in publicity material, telephone directories, contracts, terms of business, staff notices, etc. It may not always be possible to warn first-time callers with whom you have had no previous contact but what is important is that you have a systematic procedure in place which provides the necessary information wherever this is a realistic possibility."
    At the beginning of the guide Ofcom state that they offer "a helpful interpretation of the licences" that has "no legal standing of its own" and "while it is Ofcom's responsibility to enforce licence conditions, their interpretation is ultimately a matter for the courts." Nevertheless, as they say themselves, Ofcom are the body responsible for enforcing these conditions and from the italics that we have put in you can see how flexible Ofcom are in this matter.