So we usually have the recorded call mandate, but then in filling out the report we answer questions about that recorded call that anybody with access to that ticket would be able to answer. What's the point in recording a call then then ask, "What was the exact greeting the person gave you when you called?"

I do phone shops a lot, and I know what you’re talking about. I think they do this because they want to make sure you are reliably relaying the information. It’s probably a form of quality assurance on their part to make sure we are doing our job properly and paying attention.