Telephone Monitoring While on Hold
When we telephone a customer support line, we all hear the recording saying that the call may be monitored. What we don't realize is that we may be monitored even when we're on hold.
Monitoring is intended to track the performance of call center operators, but the professional snoops are inadvertently monitoring callers, too. 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. Most times, the only way a customer can avoid being recorded is to hang up.
There's an easy defense for those in offices and with full-featured phones: the "mute" button. But people believe their calls are being monitored "for quality or training purposes," and assume that it's only the part of the call where they're actually talking to someone. Even easy defenses don't work if people don't know that they have to implement them.
Posted on January 25, 2005 at 8:00 AM • 14 Comments