"...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).
Thus far, few documented cases of identity theft have been unearthed involving monitors, and most monitoring companies screen their applicants.
How reassuring.
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!
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.
I just sit there on hold, explaining all the vile things the call-monitoring perverts need to do to themselves. Let them listen.
This goes well beond the using of information for 'sales outreach' or whatever they purport to justify this violation of an individuals privacy.
I also do not recall being told - beforehand - that anything said on 'hold' might. . .could. . .will be, recorded; much less used against one. . .by said company. That in itself. . .seems an incredible violation to me. . .
Do not like this threat that is now seeimingly embedded in 'business as usual'. . .
Yep, that's us.
Sometimes we get calls which are a recording saying we have an important call and please hold, someone will be on the line shortly to talk to us. Never have found out what these calls are. Just turn the radio on and lay the phone on top of it. When I pick up the phone later they have hung up.
Sometimes when I have been on hold for a long time I ask whoever finally answers to please hold. Petty? Sure but I feel better.
Clemenza to Citibank customer service: "So how's the weather in Bangalore?"
That is so weird! I work for a call center who speaks with other call centers on a daily basis. This young lady named "Monica" with a bank called (she had an Indian accent), and she told me: "All we need is Pheobe!" At first I had no clue what she was talking about, then she reminded me that the female "Friends" are Rachel, Monica and Pheobe.
I thought she just liked the show. Maybe I'm wrong?