Maybe not in larger organizations, but in smaller ones those recordings really do get used for training purposes. And to verify claims about what agents say. I

Maybe not in larger organizations, but in smaller ones those recordings really do get used for training purposes. And to verify claims about what agents say. I don't think the intent is to intimidate callers, but to let them know that something an agent says to them can be verified. I know it saved me before when someone claimed I was threatening them and using inappropriate language. >Is that legal? For the most part yes. >Obviously, the caller should just record the call and tell the other side they are doing that. I guess most people don't know how to record calls. Yes they should. It's even better to take notes on things you miss by listening to the recording. From experience, though, the people acting like "Dangerous Professionals" are just dangerous to my psychological well-being because it's almost impossible to distinguish them from any run-of-the-mill ass hole.