This item may be monitored for quality assurance
What does it mean when you call a business and hear a recording that says, “This call may be monitored for quality assurance.”
Is Big Brother listening?
Not likely, but a computer might be, says Staci Tubbs, a regional vice president for ACS, which has 4,000 employees in Kentucky.
Companies hire ACS to answer calls from their customers. The calls are recorded, Tubbs says, but rarely replayed.
Some companies go further. They have ACS computers monitor the customer’s comments for “key words” that allow each call to be grouped by topic with similar calls. The size of the group can alert the company to problems it might not detect otherwise.
A typical ACS operator handles 700 to 1,000 calls a month and there are about 1,000 operators. It would take a lot of people, including Big Brother, to monitor all those calls. A computer can do it before that guy can say “This call may be monitored for quality assurance.”
