Earful, no doubt

Ha, we often engage in banter while waiting on hold, usually about how crappy whichever the particular company we are trying to communicate with is.

NYT; Your Call (and Rants on Hold) Will Be Monitored:
It is the opening line on so many phone conversations these days: This call may be monitored for quality assurance purposes.

The taped message is so common that many callers might assume that no one is ever listening, let alone taking notes. But they would be wrong.


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.

"You could have a show on Broadway just playing the calls," said Mike Schrider, president of J.Lodge, a call monitoring service based in Hammonton, N.J.

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This page contains a single entry by Seth A. published on January 11, 2005 9:06 AM.

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