Skip to comments.Your Call (and Rants on Hold) Will Be Monitored
Posted on 01/10/2005 7:50:29 PM PST by neverdem
click here to read article
"...many callers might assume that no one is ever listening, let alone taking notes."
Didn't read this whole piece, but I do know a person who got a mortgage only because the lender went back to listen to the tapes and had to acknowledge a verbal approval had been given. A somewhat complicated situation, but in that case at least, it really helped my friend, the caller.
In that case, I have sent out numerous "warnings". While they are "monitoring" me, I am MONITORING them. When they start to get tacky, I just explain that I am "monitoring" their call for "quality assurance" and start taping them (I tell them what I am doing).
Each state controls the law that determines what you have to say and whether you can record the call.
Here in Indiana, as long as one party agrees to the call being recorded, it's OK.
I have a $10 device on my phone that runs to a tape recorder. I'm a journalist. I use the device to record calls so I can take better notes and to ensure I quote people properly.
I don't have to tell anyone I am recording them. I generally do as a rule, because I believe it's the ethical thing to do. But it also protects me from people who are pissed at me, or those mindless phone calls at 3 a.m.
It also protects me against telemarketers. If I buy something over the phone, I record the call. I also tell them, when they tell me, that I am recording the call. I find I generally get better service.
Thus far, few documented cases of identity theft have been unearthed involving monitors, and most monitoring companies screen their applicants.
lol When I called for help with my COMPAQ computer my call went to India. Yes, I got chatty with him. The accent wasn't American, so I asked where he was. "India? What time is it there?"
But then I like to chat with any of those places I call. Yes, "where are you? How's the weather?" I want to make their day brighter.
You mean they listen to me while I'm on hold? That sounds fun. Mostly just me and my cats.... see? I like to chat...
Wish the bastards would ever hear me ranting when -- while their bloody inefficiency keeps me hanging for forty minutes or and hour, usually at a Dollar a minute from the far abroad -- their arrogantly-insulting bloody recorded message tells me that my call is "very important" to whoever the Hell they are!
When I first got my Amex card I had to call them over a foul-up. A lady with a heavy Indian accent picked up the call.
I asked where she was and she replied, "Ft.Lauderdale".
I said, "No way! I'm in New Dehli. How about them Pachyderms?!".
Coulda heard a pin drop.
That doesn't anger me as much as having to listen to a second recording "Si habla usted Espanol, etc. etc.,, numero dos."
I NEVER select EITHER button. I just WAIT until the operator gets to me. I find this contiunual pandering to other languages, which is most prevalent in the case of Spanish, to be highly offensive.
This is America and only ENGLISH should be permitted in the public forum.
LOL Well done.
Today I got a telemarketing call for someone else in the household. "Is [xxx] there?" No. "Do you know when [xxx] will be back." NO. "Who am I speaking to?" Someone else, click.
(claw,claw,claw on the couch)
QUIT IT, YOU STUPID CAT, OR I'LL BEAT THE LIVING CRAP OUTTA YOU!!
I just sit there on hold, explaining all the vile things the call-monitoring perverts need to do to themselves. Let them listen.
You actually get offended by companies "pandering" to their non-English speaking customers? That just sounds silly.
Remember when it used to be music on hold? Now it's music interrupted every twenty seconds by a recorded voice asking if you knew you can access help through their piece-o-crap website that is just real enough for a half a second to fool you into thinking "Hey, someone's answering!" No, they aren't.
LOL not quite, usually she claws on me and I send her to the couch. I have a 'flat' desk phone and the cats will step on it, not just pushing numbers, but the redial.....
might be useful
:-) My wife plays along with them. Drives me nuts. Usually something like this:
Telemarketer: "Is [xxx] there?"
Wife: "May I ask what this is in reference to?"
T: "Oh, well we have blah, blah, blah and ..."
W: "Is he expecting your call?"
T: "Well, he did sign this card asking for information."
W: "I'm sorry to say I haven't seen him."
T: "Do you know when he'll be back?"
W: "Unfortunately, no. He died last week."
Or just anything without really saying whether the guy lives there or not.
i worked at guardian life in the dental member services. we were heavily monitored, scored and expected to improve.
we were not allowed to say merry christmas or happy holidays but if the caller said, "merry christmas" we were allow to say, "thanks, you too"
what most people dont know is that when the recording says that you may be monitored for quality assurance purposes, you most certainly are recorded.
this can work to your advantage. if a operator gives you information that is incorrect and yet will benefit you, for example, if they say that your plan will cover a root canal or dentures and your plan doesn't cover this the supervisors will pull the call (stored on computer), listen to it and will usually make arrangements to pay for the service because the operator made a verbal contract with you.
this can save you big bucks so keep your ears open
I like to switch up foreign languages:
"Is [XXX] there?"
"L'Hopital de Notre Dame, Department d'urgences."
"Is [XXX] there?"
"Nyet, nyet...ya nye panimayu. Gavariti pa russki?"
"What the hell do you want?"
"Is [XXX] there?"
"Quoi! Qu'est'ce qu'il n'y'a encore?"
Heck, at that point, accuracy doesn't even matter, as long as it's foreign-sounding.
Actually that was me...
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