Thank you.
Since recordings are not currently used, which, again, I think is a massive concern, when you call and it does say that it's going to be recorded, it often says that this is for “quality assurance”. If calls are not recorded for some sort of internal quality assurance control, what is the process?
What I'm hearing right now is that the only quality assurance that's done is through the calls that come into the call centre. How do you know that services are being delivered in the best way if there's no recording?