If you want your call to be used for training, either you or the employee have to do something crazy.
Training folks don’t care about the mundane, they want to show what not to do (if the employee fucks up) or how to handle calls properly (irate customers).
I just hope it’s not being used to train a computer to scam my mom
Usually, this means “If you decide to lie about what was discussed on this call, we will have a recording to play back to make you look stupid”.
I work for a telecom supplying software to the contact centre.
“Training” here is a euphemism for telling the agent what they did wrong. There are both manual reviews (when a second agent has to deal with the fallout from another agent’s fuck up) and random reviews by the “Quality”/audit team. They’ll check for example that agents aren’t trying to get good feedback scores by giving the customers soft refunds/credits.
Our software is expressly to make agent’s jobs easier but I end up listening to a fair few calls to see how we can do this and by God they do a much harder and more cruelly measured job than I do.
Having worked in phone support I can tell you what this actually means. We were ranked according to three metrics: productivity (calls per hour), customer satisfaction (% of surveys responded to with satisfied or very satisfied post call), and quality (periodic random checks of calls we took where you got a % score and various demerits subtracted from it if you did or didn’t do certain things, like all the crap they make you say at the end of the call).
Higher ranking in those got you the choice of better shifts and slightly higher raises (maybe), and there were minimums to hit in each.
So yeah, that message means they’re probably using random calls to do QA checks on their employees.
One of the reasons why whenever I get decent person on phone support I always mention that they need a raise.
Comments like “Your boss is a fucking moron if he doesn’t give you a massive raise for putting up with this shit.”
I always hope my call is one of those that get randomly reviewed.
Just realized this takes on a different meaning than it used to with the rise of AI. I wonder how many calls with this disclaimer are being used for AI training rather than Employee training.
