A common question we are asked is: "When CSRs know they’re being recorded, does it change the way they act on the phone?"
The answer is really two-fold:
- The initial shock period of "Oh my! My calls are being recorded!" is usually very short lived. Most people think about it briefly, but then the calls start rolling in and they settle back into their normal behavioral patterns.
- If it does cause people to be mindful of what they’re saying and step-up their service because they know they’re being recorded, well, that’s a good thing.
I’m actually surprised at the people who either don’t believe their calls are being recorded or don’t care. There are very rare cases where someone does something so abhorrent that you scratch your head and think, "didn’t you know that your calls were monitored?"