Do you have a question about the home visit voice recordings? You may be able to find the answer here.
We use them to help us do our jobs better. We use them to check CEMs have carried out your instructions properly. We use them to resolve queries and complaints. Really, they’re there to make sure we’re looking after you properly. The recordings may also be used to prevent or detect fraud, and improve our training.
All our home visits are now recorded for your protection, as well as for training and quality purposes. This isn’t about catching anybody out. It’s about making sure we give you the right information, service and support every time we visit. It will take some getting used to on both sides, but we believe it’s the right thing to do. It’s one of the ways we can demonstrate we’re lending and collecting responsibly.
We’ll record CEMs and customers. If you’re not in when we call, we don’t record. If a family member answers the door and you’re out, we don’t record.
We’ll record the whole visit. It’s really important we know what CEMs are saying to you, particularly when they’re talking to you about payments and collections or changes in your circumstances. There might also be times when we need to offer you extra support. Knowing what’s being said means we can we make sure we’re giving you the best service and lending and collecting responsibly.
We’ll only record if you feel comfortable. Yes, some things are sensitive and highly personal, but all our recordings are confidential and stored using the latest cyber security systems. We’ll always let you know when we’re recording. At the end of the day, we’re in your home and, if you’re not comfortable, we can stop.
This did happen. When we first started recording visits, the recording started automatically when the CEM pressed ’arrive’ on the app we were using at the time. This meant whoever answered the door would be recorded. In some instances, people other than our customers were recorded. This wasn’t what we intended. Now we’ve changed the app and the recording process, so CEMs start recording when our customers are present and ready.
We think it’s necessary. If it feels awkward, it means we’re doing it wrong. Our goal is to record the key service elements of the visit. The last thing we want is to have uneasy conversations with you. It might take a few visits to get used to it and that’s ok. Hopefully,you’ll soon be reassured that it doesn’t get in the way.
We’re the first home credit provider to use voice recording and it’s new to us all. We’re giving our CEMs extra training and support as we reintroduce it to our visits. Voice recording is just one of the ways we can demonstrate to you, ourselves and regulators that we’re lending and collecting responsibly.
Yes. If you’re uncomfortable at any point, let us know and we’ll stop recording. Hopefully, you’ll be reassured that recording doesn’t get in the way of your relationship with your CEM and that it benefits everyone.
We keep your recordings safe and secure for 6 years. That’s 6 years from when your relationship with Provident ends.