Call centre sufferers get their own back

Angry call centre customers fed up of being left incredulous by poor service are being given the opportunity to easily record their conversations for use in disputes with companies.

Previously many customers have been left in a situation where they feel it's their word against that of the call centre operative when it comes to resolving disputes but now, thanks to a start-up called Registered Call, users are getting their own back.

Users dial the Registered Call phone line and then when prompted transfer their call to the number of the business, call centre or organisation they want to speak to.

The service will record their conversation and create a .wav file in their account area which they can then use should they need to dispute anything relating to the call.

David Hume, founder of Registered Call, said he was moved to act following a car accident in Africa, which left his girlfriend seriously ill in hospital, and the subsequent poor call centre handling of his case in the aftermath. He hopes his service will help others resolve claims and complaints more efficiently and more quickly.

The biggest bonus is that the call centre operative is warned the call is being recorded and will often respond more effectively with that hanging over them.

"We've found that call centre staff deal with a greater sense of urgency and don't tend to fob off customers quite so much if they know they are being recorded," said Hume.

Hume claimed that although many companies claim they 'may' record calls for 'training purposes' they will very rarely provide recorded calls to complaining customers.

"Turkeys don't vote for an early Christmas," he added.

Hume also hopes the service will turn around the growing sense of apathy among UK consumers.

"We have all become used to bad service," he said. "We've become so apathetic we just shrug it off. I hope this service may start to re-sensitise people and encourage them to claim back the right to receive good service."