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Thursday, April 23rd, 2009

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This call may be monitored for quality assurance purposes
Why do companies choose to record or monitor every call made from a call center? More than half the calls I get at home start out "before we continue you should know that this call may be monitored for quality assurance purposes." I simply don't believe this. Is the company *really* going to improve the quality of their customer service by listening to phone calls? If the issue is to ensure the customer support people don't do a bad job, can the companies monitor just the one side of the conversation? Why should my voice be recorded as well? Even further, what becomes of these recordings? Are they destroyed at some point? Will my voice be heard in customer support training videos for years to come?

For now, I'll just hang up on anyone who starts out a phone conversation this way. I sort of doubt I'll miss out on much.

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