I don't even care about it for QA purposes... I am more concerned with the distraction it provides when trying to assist someone in the same room as you. I have a new agent who asked if there's any way I can listen to his calls and help him in real time with what a client is asking since he basically has NO idea which way is up in our systems yet. Every time I do this, it plays a loud noise that has caused him to mess up what he was saying, to miss what a customer was saying, or is just a general distraction as he's trying to learn and navigate through our system.
It's completely asinine, as well. I can go back and listen to every single call they make without them knowing, since we're in insurance and have to record everything anyways, but we 'have to let them know they're being monitored' when you try to jump on the call to help!? At LEAST allow an option to turn it off if you're already recording all of the calls anyways! or make it state-specific. I'm in Texas. We can literally have one sided permission to record a conversation here. That is legal. It just makes absolutely no sense whatsoever to me.
Farmers
supported this idea
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I don't even care about it for QA purposes... I am more concerned with the distraction it provides when trying to assist someone in the same room as you. I have a new agent who asked if there's any way I can listen to his calls and help him in real time with what a client is asking since he basically has NO idea which way is up in our systems yet. Every time I do this, it plays a loud noise that has caused him to mess up what he was saying, to miss what a customer was saying, or is just a general distraction as he's trying to learn and navigate through our system.
It's completely asinine, as well. I can go back and listen to every single call they make without them knowing, since we're in insurance and have to record everything anyways, but we 'have to let them know they're being monitored' when you try to jump on the call to help!? At LEAST allow an option to turn it off if you're already recording all of the calls anyways! or make it state-specific. I'm in Texas. We can literally have one sided permission to record a conversation here. That is legal. It just makes absolutely no sense whatsoever to me.