Your Call is Being Monitored for Quality Assurance Purposes...

How often have you called a large service organization, only to be greeted by an automated system, which declares that your call may be monitored for quality assurance purposes, before connecting you to a real live human being?

I think it happens all the time.

I have a question.

If my call is being monitored for quality assurance, how come the service is so crappy?

I think that this recording must be a standard feature on big call center phone switches. You can turn it on and try to make believe you're serious about providing a great customer service experience.

Or you can actually provide the great customer service experience.

Your customers know the difference. Do you?

Because if you are really monitoring the calls, and reps aren't able to answer customer questions, you may be inadvertently saying "We're monitoring our customer service. And this is the best we can do".

So try turning off the feature. Sit beside your reps and coach them. Spend time with your new call center reps and demonstrate your company's service standards.

Set the bar high.

Sometimes using less technology yields better results.