Call Recording Query

[Ray777]

Hi,

Can anyone please inform me as to how SKY are obligated re customers taking out new contracts over the phone?

I'm currently having a contract dispute where SKY now claim the call the contract was taken out on may not have been recorded due to it going through a 3rd party call centre which sounds like non-sense to me and complete responsibility avoidance.

OFCOM have said all calls are required to be recorded and now it's down to SKY to disprove a mis-sale has taken place if they cant locate the call record.

Just wondering if anyone else has experienced a similar issue with SKY or any other company for that matter??

[indefatigable]

It really does depend. If you signed up through a 3rd party i.e. a retailer like Comet or an independent, then it's up to the retailer you spoke with to record the calls. In these instances it's not Sky that has sold you the product, so Sky can't be held responsible.

If you contacted Sky and spoke to an outsourcer that works directly for Sky then they should be able to retrieve the call if it was recorded.

[Ray777]

Yes, it was done directly through SKY as I first called the Cancellations department which then resulted in being passed to the Broadband dept and then I assume the Retention department. It was all done on the single telephone call which was made directly to SKY.

[indefatigable]

Ah, then the call may not have been recorded. If you were a brand new customer then your call would most likely have been recorded. However if you were already a customer for 1 product and added other products on during a call to a non-sales team like the ones you mentioned then your call may not have been recorded.

[Ray777]

I already had the full sky range of prods including tv, net, phone etc so nothing was added but my Broadband was upgraded to SKY Fibre for which I had to subscribe to a new 12 month contract. The price for the total package i'm being charged is £20+ what i was quoted on the phone. I made the call handler repeat the price 4-5 times during the call and now SKY say they have no record on my notes for the price quoted and are trying to find the call record but may not be able to.

OFCOM have confirmed that SKY should have recorded the call and that it's now up to SKY to have to disprove a mis-sale has taken place if they cant find the call record and not for me to be told they cant do anything about it. I'm scheduled for an update from SKY on Friday.

[Isitme]

The cost of Fibre Unlimited is £20pm, plus £50 installation fee plus £2+ for postage on the new router. Were you quoted less than this? If you were previously on Unlimited, your monthly cost will rise by £12.50.

Usually your are advised if a call is to be recorded.

[Ray777]

Yes, £20pm but I was offered it at a discount rate as my previous Broadband had given me speeds of 0.6mg at times. My total package was discounted by around £20pm for 12 months. That's why I asked the call handler to repeat back my total price package 4-5 times, the duration of the compensatory deal and also the price/month it would revert back to its normal price. I work in a call centre environment and was very methodical in asking for this info and having it repeated over and over to me. I paid the £52 for router and delivery whilst on the call.

This is the whole reason I need access to/the call to be listened to by SKY. The call lasted over an hour but at the beginning of the call the automated 'your call maybe recorded for training purposes' message was played. I work in the finance industry and know this means the call will be recorded.

[indefatigable]

If the message says 'Your call WILL be recorded..' then it will be recorded. If it says 'Your call MAY be recorded...' then there is the chance that it won't be. When it comes to things like that you need to be specific, it doesn't matter what industry you're in. So as I said before there is the genuine possibility that the call did not get recorded.

[Ray777]

Then OFCOM have stated that SKY need to disprove what I am saying which makes sense as they could pull 'call not recorded' card any time they make a mistake. Any time contracts are agreed up on in any industry, a full record must be kept or its just a case of plain negligence. Again, with any industry the support falls on the side of the customer.

Read section 24.11 on page 83 of the 'Consolidated Version of General Conditions as at 9th July 2012' found on OFCOMs website.

[buddbuttocks]

I might be wrong, but if your call did end up in one of the 3rd party/outsource call centres, it could still have been recorded, but I believe it's a bit more difficult for in-house teams to get hold of the actual recordings.