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When I worked at a call center, I eventually was promoted to call monitor, where I was actually the person listening to the recordings and grading reps on how t
by cowpewter 13y ago
When I worked at a call center, I eventually was promoted to call monitor, where I was actually the person listening to the recordings and grading reps on how they did. Our system did not record every call. It was a random sampling, and I had to hope a given MSR got recorded enough times in a month for me to hit my minimums.
- DrStalker 13y agoDifferent use-case but we've implemented recording on all call-center calls; this isn't for employee monitoring, it's so we have a recording for legal purposes because some of those calls involve instructions for financial trades. If I was in PayPal's situation I'd want to record every call, because dealing with money is a lot more critical than dealing with call quality.
- unreal37 13y agoI've implemented this is a call center. We recorded every call. It's actually harder to do "random sampling" than just have the button auto-click every call. It sounded like Paypal reviewed the call transcript before making a statement.
- chilldream 13y agoI suppose I could have hedged a bit with the usual "may depend on the institution" disclaimer, heh. Anyway, I was responding to the apparent belief that someone might look at the inbound number and think "no need to record this one," which I'm pretty confident saying does not happen.