Wednesday, January 26, 2005

Your Call Will Be Monitored

Interesting article from the NYT (which I hate linking to, consider this an exception) about call-center monitors. The people who listen to those tapes of 'your call is being monitored for quality assurance purposes'.

Most callers do not realize that they may be taped even while they are on hold.

It is at these times that monitors hear husbands arguing with their wives, mothers yelling at their children, and dog owners throwing fits at disobedient pets, all when they think no one is listening.

Apparently, call-center monitoring is better than TV.

Joyce Van Doren ... recalled one man who canceled the cable service that was in his name because, he said, he had just divorced. The man, however, failed to hang up the phone when the customer service agent ended the call, so the tape kept rolling.

That is when Ms. Van Doren heard him reveal his real motive to a friend in the room: getting back at his former wife, who was going to be livid when she came home to find the cable TV disconnected.

And this one line qualifies for quote of the week award:

To do the job, Ms. Rea and her colleagues need an aptitude for listening, a rare commodity in a culture where the opposite of talking is waiting to talk.

The rest of the article is available here.

2 Comments:

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Blogger Frisbee Girl said...

At one point, I worked as a credit card fraud analyst for 800.com. I used to put my headset on mute instead of hold frequently, because hold times counted against you.

Definitely heard some weird, funny and bad shit.

6:27 PM  
Blogger tararam said...

I have some good stories of people forgetting to mute themselves during a conf call ... talk about public humiliation.

11:24 PM  

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2 Comments:

Blogger Frisbee Girl said...

At one point, I worked as a credit card fraud analyst for 800.com. I used to put my headset on mute instead of hold frequently, because hold times counted against you.

Definitely heard some weird, funny and bad shit.

6:27 PM  
Blogger tararam said...

I have some good stories of people forgetting to mute themselves during a conf call ... talk about public humiliation.

11:24 PM  

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