Originally Posted by
GUWonder
All the calls to BMI Diamond Club/ICC are recorded in full and can be recovered easily within an hour or two (if not faster) by the reps/supervisors.
The reps can then listen to the recording and if they hold the mic/phone to the playback speaker, then the customer can hear it in full too.
Are you sure they can do this ? To have call centre agents access their own recorded calls and then be able to play them back to the customer doesn't represent any semblance of best practice.