On Hold During Help Calls

Have you ever been put on hold while calling a help center? Have you ever heard the message “Calls may be monitored for quality assurance?” Guess what — the entire call could be monitored. That includes the time you are on hold . . . while you are talking to a staff member . . . while you are grabbing a sandwich . . . while you are talking to yourself, filling out a form that includes your address and phone number.

Some companies hire professional “eavesdroppers” to be sure their employees are courteous, giving out correct information and generally treating their customers in an approved manner. These call monitors, however, listen to the entire call — even the time you are on hold.

For more information on how this could work, check out the article in the New York Times.

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