Ed Liu
01-11-2005, 10:13 AM
Howdy,
Who'd have thunk it? Apparently, it's true (http://www.nytimes.com/2005/01/11/business/11snoop.html?oref=login) -- someone really IS listening to those calls (visit www.bugmenot.com (http://www.bugmenot.com/) for login/password if you're not already registered):
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.
Some amusing stories about stuff overheard over the phones and wacky behavior of customers and customer "service" representatives. I'm not sure if I'm comforted by the fact that someone's listening, or really really upset by it.
I also want to know if anybody's monitoring those execrable automated "service" lines ("Press "1" for us to hang up on you immediately. Press "2" to get a phone menu that's a lot like this one. Press "3" for the phone menu that sounds like the one you want, but which will take you on a wild goose chase of phone button pushing for 15 minutes before taking you back here. Press "4" to be insulted. Prensa numero Cinco para que nosotros colguemos para arriba en espaņol. Press "6" to be put on hold for 3 days listening to Michael Bolton before we hang up on you. Press "9" to hear these options again.")
-- Ed/Ace
Who'd have thunk it? Apparently, it's true (http://www.nytimes.com/2005/01/11/business/11snoop.html?oref=login) -- someone really IS listening to those calls (visit www.bugmenot.com (http://www.bugmenot.com/) for login/password if you're not already registered):
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.
Some amusing stories about stuff overheard over the phones and wacky behavior of customers and customer "service" representatives. I'm not sure if I'm comforted by the fact that someone's listening, or really really upset by it.
I also want to know if anybody's monitoring those execrable automated "service" lines ("Press "1" for us to hang up on you immediately. Press "2" to get a phone menu that's a lot like this one. Press "3" for the phone menu that sounds like the one you want, but which will take you on a wild goose chase of phone button pushing for 15 minutes before taking you back here. Press "4" to be insulted. Prensa numero Cinco para que nosotros colguemos para arriba en espaņol. Press "6" to be put on hold for 3 days listening to Michael Bolton before we hang up on you. Press "9" to hear these options again.")
-- Ed/Ace