News : Uokik Investigates Mobile Customer Service Calls
Warsaw, Poland, July 22, 2016 -- The Polish consumer protection regulator Uokik announced an investigation into the use of recorded conversations wit customers by the mobile operators Polkomtel, Orange Poland and T-Mobile Poland.
While most operators record calls to their customer service centres, consumers do not often have the right to access these recordings, even when operators use the recordings in disputes, the regulator found.
....NOTE - content continues below this message
SPONSOR MESSAGE: INVITATION!
We invite you and your colleagues to take a couple of days out of your busy schedule to join us and the elite in the industry to listen to the NEXT GENERATION Contact Center & Customer Engagement Best Practices.
The inability to verify the accuracy of the recordings is a violation of the consumer's rights and puts them at a disadvantage when contesting a decision by the operator.
Uokik will verify the extent of the practices at the three operators before considering taking action. It already found that the fourth mobile operator, Play had improved its practices after a warning, and now provides customers with the recordings upon request. Uokik said operators must record all conversations with customers changing a contract over the phone. This content must be saved until at least the end of the customer's contract.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Don't Share Everything
About Plus (telecommunications Poland):
Plus (formerly Plus GSM) is the brand name of Poland's mobile phone network operator, Polkomtel. The company is owned by Spartan Capital Holdings sp. z o.o. 100%. It operates GSM (900/1800 MHz), UMTS and WLAN networks in Poland.
Published: Monday, July 25, 2016
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
ConSol Limited is a provider of Contact Centre services, Customer Management Solutions and Business Process Outsourcing (BPO) to the Information Communication Industry in West Africa. ConSol bridges t...
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file man...
|Bright Pattern Inc|
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers n...