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DJ16
July 22, 2019
Accepted

Zendesk Talk - Outbound Call Greeting

Related products:Voice
  • July 22, 2019
  • 21 replies
  • 93 views

Currently there is no option to play an automated greeting for outbound calls. We would like a feature to play a greeting for outbound calls right when the call connects, either as a phone number greeting setting or as part of an outbound IVR configuration.

Use case: Since call recordings are a per number setting, turning on call recordings for a phone number means turning on call recordings for both inbound and outbound calls. The option to automatically notify customers a call may be recorded is available for inbound calls, but there is no automated solution for outbound calls. The only way to notify a customer an outbound call is recorded is by the agent stating so, which is vulnerable to error.

    21 replies

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    Sara13
    May 16, 2022

    We are a national company and this is a major issue for us due to multiple states requiring two party consent for recording. This is a legal issue that we need to provide an automated message for to cover our teams and avoid potential repercussions if our agents do not state the call may be recorded.

      A
      Andris
      April 11, 2023

      Hello Zendesk,

      According to GDPR regulation in EU Art. 13 GDPR Art. 13 GDPR – Information to be provided where personal data are collected from the data subject - General Data Protection Regulation (GDPR) (gdpr-info.eu) we have to inform our customers that call will be recorded.

      Our agents are doing it again and again. 

      When do you plan to implement the automatic pre-recorded greeting for Outbound Calls which is more than very welcome in 21st century to exclude human factor for that kind of repeatable tasks?

      Best regards,

      Andris

        Denis13
        Denis13
        Newcomer
        October 6, 2023

        Hello Zendesk and Everyone,

        I wholeheartedly agree with the above message. In this digital age, automation should be leveraged to handle repetitive tasks and ensure compliance with regulations such as GDPR. The necessity for agents to verbally state that calls are being recorded every single time feels both redundant and prone to human error.

        An automatic pre-recorded greeting for outbound calls is not just a "nice-to-have" but an essential feature that would greatly assist in maintaining compliance and efficiency.

        Looking forward to seeing progress on this issue. Thank you.

        Best regards,

          Michael11
          Michael11
          November 7, 2023

          Hi Zendesk, 

          I would like to upvote this particular feedback, and echo the sentiments expressed by Denis.

          Thank you,

          Michael

            Kelsey19
            Kelsey19
            January 12, 2024

            Hey, +1 to this. This basically kills any outbound call systems for the EU and the US due to GDPR and California consent recording laws. I literally can do no quality for these teams which opens up additional concerns. Please prioritize this beyond the backlog.

              Aaron11
              Aaron11
              Contributor
              April 25, 2024

              I echo the comments from Denis - https://support.zendesk.com/hc/en-us/community/posts/4409216995738/comments/6230929913114

              Our organization is very excited to begin using Talk, however, not having an option to automatically get consent on an outbound call seems like a miss to me. Zendesk has such a focus on providing a great agent experience, but shifting the responsibility for call recording compliance from the software/Admin level to the agent really has the opposite effect. Talk has so many benefits for the agent experience, but having to verbally ask for consent for every outbound call offsets this quite a bit. The fact that legal compliance plays into the use case makes this even more important to customers who want to use Talk. 

                Cristian18
                Cristian18
                July 25, 2024

                @Abbas - it's 2024, people have been requesting this since 2019 and it's not yet possible do to greetings / automated messages informing customers that a call is recorded yet? Why? What is stopping you? This is quite frustrating and may require us to choose another phone provider, which in turn will require us to reconsider our Suite subscription. Seriously, is there some clear information you can provide as to if and when such a feature will be available?  

                  Shawna James
                  Shawna JamesCommunity Manager
                  Community Manager
                  July 25, 2024
                  Hi everyone, thank you for your continued engagement and expressing interest in the feature area. Not having the features you wish you see at Zendesk prioritized is an understandably frustrating experience.
                   
                  I understand how our recent updates about this feature not being prioritized might have caused frustration because we didn't reference our guidelines in this post. Product feedback that is provided in this space is not guaranteed to be included on any product backlog or roadmaps. While we listen and read every piece of feedback that comes through this forum, in some instances, our product teams need to make the tough decision to work in a direction that is not aligned with a particular piece of feedback. This Community forum is simply for sharing your challenges and how you use the product, but it is not a case/resolution system.
                   
                  In this case, the product teams update at the beginning of 2024 on this thread is the most up to date: we understand the validity of this feature request but due to the concerns noted, it is not on the roadmap for this year. It is still in our backlog and we will revisit this and other feature requests in the future as the team is able.
                   
                  Thank you again for your feedback and for being a valuable Zendesk customer.
                  Nick20
                  Nick20
                  July 25, 2024

                  RemindMe! 5 Years /s

                    Luiza11
                    Luiza11
                    Newcomer
                    October 24, 2024

                    As someone handling a long-time Zendesk account, I feel compelled to express my disappointment regarding the lack of a vital feature: an IVR system for outbound calls. Notifying customers and securing their consent for call recordings is not a new demand in customer support services, making it surprising that Zendesk has yet to address this issue. While my company has been satisfied with Zendesk for the past 10 years, the emergence of new competitors in the market is a reality, and they are eager to provide quicker solutions for customer support.

                    As we contemplate the integration of Talk into our operations, these limitations raise questions about Zendesk's capability to deliver a tool that aligns with current and future needs. We would much prefer an IVR system for outbound calls over many of the features that have been introduced since this conversation began in 2019.

                    This is not a trivial matter. A single oversight by an agent, such as failing to read the alert at the beginning of a call, could expose our company to legal risks. Additionally, this is a task that could be easily automated.

                    I would like to add my support for this feature, hoping that we can see a reconsideration of its prioritization.

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