Have you heard the ridiculous line: this call may be monitored or recorded for quality purposes?

Question

Do they solve your problem anyway? I am on the phone with someone, who is trying to help me reading from a manual!!
So far, it's been 40 minutes. (Cable service problem)

Answer 1

it should say "this call may be monitored so we can use your own words against you in the event of a lawsuit". I hate when I call somewhere, and the person doesnt even speak good English. Most call centers are in other countries, where the call takers don't even understand our language, let alone whatever problem we have. Good luck-hope your day isnt wasted on the matter

Answer 2

Most of the companies that do customer service over the phone now use that recorded for quality purposes line.
I can also tell when someone is reading out of a manual and I hate that. I finish the call and phone back later, hoping to get someone who can help me better.

Answer 3

They do that for a couple of reasons 1. If you agree to pay for something they have you recorded and your approval to be recorded so they can use it against you 2. If the person is training and they wanna know how they are doing 3. When they have meetings they play these tapes and let everyone hear and learn from the right things and the wrong things that are being said to customers BUT 70% of the time they don't even use it....

Answer 4

first and foremost their recording the employee that way if they say anything rude or inappropriate they can fire them but at the same time if go off on a tirade the recording CAN be used against you as a reason to end service or in some rare cases prosecute people for threatening phone calls.

Answer 5

yes. it because they monitor you call in case the first person couldn't help. say you call back and the problem still isn't fix they can see what the first person did and try not to give you the same answer they no where the first person messed up at .and give you another option to try that might work better.

Answer 6

Call centers routinely use call monitoring and recording to rate the performance of its call center staff for coaching and developmental purposes.

Not every call is recorded or monitored.

Have a little sympathy. Call center is the #1 job in hades and purgatory. In heaven, they use an answering machine.

~sorry for the delay ... we appreciate your business.~

Answer 7

yes. But if you should ever have a dispute about something that you said or the customer serv rep said, they can always pull the tape and listen. So in the long run it is usally in our advantage.

Answer 8

Yeah hear it with a lot of companies lately..wonder if they really listen to the employees on the tapes..

Answer 9

Try to keep in mind that there is a good chance that you know more about what you're calling about than the person who actually answers.

Answer 10

Anytime I call the phone company.