Like many other businesses, we must ensure that we are providing our customers with an adequate level of customer service. For this reason alone, we will need to monitor the way in which calls are handled. This helps us to study and breakdown the way how the conversation unfolds from the start and how each person (you, the customer and the sales advisor) interact with one another.
Agreed that each conversation and how it is handled is different from the next, but doing this helps us to be more efficient with not only our mannerism, but our response time and the ability to resolve the issue with customer satisfaction.
It is against the law for businesses not to inform customers that their calls may be recorded. For more information regarding data protection, you can learn more by clicking here.