- This topic has 67 replies, 24 voices, and was last updated 12 years, 11 months ago by
.
-
Posts
-
Re: Should have got a deposit.
What’s sad in all of this is that you have to got to these lengths for a minority of plonkers that try to cheat what are essentially usually honest traders just trying to make a living.
It’s also sad that the vast majority of (albeit not always happy but decent enough) customers have to foot the bill and be subject to the same process because of a few muppets.
I think that we should take note of this process and try to protect ourselves from fraud as, I don’t know about the rest of you but it really, really hacks me off when they get away with it. It isn’t so much the money given the relatively low volumes involved, it’s the principal of it.
Can you tell us what phone system you use Jackal and the process that we should follow to best mitigate any potential losses?
And, again, the point is stressed doubly, T&Cs have to be in place!
K.
Re: Should have got a deposit.
Such is life that the minority affect the majority!
As to phone systems, we operate over multi locations and found a VOIP system to offer us the best route. We managed to drop our BT bill from circa £600 per month to circa £130 per month with a load of bells and whistles to the included.
For us the VOIP system allows us to call any other extension on our system any where in the world free if charge. I have an office extension at my home in Spain so I can call back to UK office for as long as I went when I want for free and as if we are in the same building.
The system also allows us to put an app on a smartphone and as long as it has 3G the smartphone becomes an extension number on the system and again we can call that foc as an internal call and they can likewise call back to the office.
We control all manor of things like the music on hold, hunt groups, voicemail options, call direction and can create VIP and deny lists to give priority to important numbers or to prevent other less desirable numbers ever bothering us.
Call recording is also possible and can be set to either record on demand, record all or record all inbound only or outbound only.
The system provider records everything securely offsite for 6 years and provides instant access and search facilities so we can find any call easily and quickly. We can if we wish instantly download any call to our local system in an mp3 format as we want to. It’s similar to downloading an iTunes track. A 5min telephone call is about 4meg in size.
The system is supplied by soho66. A google search will reveal all. Other providers are available.
You need a broadband connection and special VOIP phones to run it. We use Snom 320 telephones as the are good quality and reasonably cheap at around £80 per phone. The system is infinitely expandable and importantly shrinkable as you need it.
When doing a recall or exercise for a manufacturer we can easily add 5 or 10 additional extensions for the duration of the exercise and then remove them at the end of the exercise. Contracts can be based on a PAYG monthly basis if needed.
Set up is exceptionally easy, takes around 2 minutes to be up and running once you have everything in place.
We have run this system in two of our offices for a couple of years without any problem whatsoever other than BT and there poor broadband service. We are just completing the transition all our offices so this is the only system in use for us.
Call quality is in my opinion better than an analogue BT line.
We have no relationship with soho66 other than being very satisfied customers.
J
Re: Should have got a deposit.
Jackal wrote:All telephone calls in to and out of our office are recorded. We pay around £6 per month for all calls to be held securely for six years which is a requirement of our FSA Licence.
We can and do use these calls to prove our contract between us and the end user both PreLitigation and if necessary for litigation if needed.
This is indeed fascinating stuff and most useful to note. In today’s press there are more revelations of the new ‘Consumers Bill of Rights’ that was part of last month’s Queens speech. Apparently consumers will be free to record conversations with tradesmen and contractors to ensure a ‘verbal contract’ is fully complied with. Read more HERE
Also within this legislation amendment those same consumers can demand a replacement machine after an accepted repair attempt has failed to solve the problem. There are other anomolies to be added to the new bill reinforcing yet more consumers rights over the retailer.
Re: Should have got a deposit.
A snip from the “newspaper”
“However, business leaders said the idea of people following traders around and recording their conversations was a recipe for conflict.
‘This has problem stamped all over it,’ said Robert Downes, of the Forum of Private Business. ‘The idea that conversations would need to be recorded for a particular part of the consumer rights bill to work suggests it needs more thought, and no doubt most consumers and service providers alike would agree. It’s hardly practical or realistic for either party to accept.’”
Read more: http://www.dailymail.co.uk/news/article … z2Vzi9aRWa
Follow us: @MailOnline on Twitter | DailyMail on FacebookI would be concerned if we have very over zealous customer wanting to record our activities and what was being said. I am not saying that we all have something to hide just that it is very distracting whereas fixing appliances requires 100{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} attention so you remain focus on fixing the fault as men can’t multitask, when working out the fault and how to remedy takes up a lot of concentration. Having someone filming me would makes me very nervous as opposed to having a customer looking over my shoulder breathing down my neck. It’s bad enough having one breathing down your neck but digital recording is a step too far. What would be the best approach to these things if a customer decided to record us, do we agree to it or says wait until after the repair job? Can we refuse to be recorded? if they are going to record us then we need to do the same, are we all going to start wearing the head cam from now on? I feel that this bill of rights is good but a step too far and erodes customer relations rather than restoring confidence.
I am a firm believer that having it in writing is the best defence but recording can expose you to all sort of things and it open to interpretations.
Re: Should have got a deposit.
Any customer of mine that thought they had a need to record anything whilst I was on the premises would become an instant ‘ex customer’ 😉
On the other hand as Jackal has mentioned, recording exactly what was discussed and agreed on the phone would be advantageous to both parties.
PS. I have to own up to altering the thread title, I just got peed off with ‘Should OF got a deposit’ appearing in my inbox. :rolls:
Re: Should have got a deposit.
iadom wrote:I have to own up to altering the thread title, I just got peed off with ‘Should OF got a deposit’ appearing in my inbox. :rolls:
There’s a campaign going on here too 😆
http://www.apostrophe.org.uk/index.html
Steve
- You must be logged in to reply to this topic.