"This call may be monitored for quality purposes."
The software randomly records an agent X number of times per Y period. The recordings include the phone conversation and the agent's screen during the call (real-time screen capture). The recordings are used to make sure the agents are not screwing up their jobs or pissing off the customers or wasting time. It's also used for training. Sometimes it is used for legal reasons. Usually in that case though, they explicitly ask for permission. One example, is financial transactions. Often the agent asks to record confirmation. That's part of the software as well.
The software is usually used in one of three ways:
1. Random recordings of the agents for performance.
2. On-Demand recording of priority calls and agent requested recordings. (ie, big customers that you want to make sure get good service or if the agent needs to record the call for any reason.)
3. Continuous Recording. This is also called logging, and every minute of every call is recorded. This is found in big financial call centers where transactions and money tranfers are taken over the phone and any screw up is worth a lot of money.
No one expects privacy on these calls. You are explicity told you might be/are being recorded. There are laws governing this behavior and some states don't allow it. I have had to check incoming ANI (caller id) to determine the inbound area code and match against states that don't allow you to record their citizens. If you are that concerned, move to one of them.
The following are companies that sell this software if you want to get the sales pitch. (I don't work for them, but I once worked for e-talk.)
You might want to check the history books a little before you consider the British too conservative to conquer the world.
Anyone remember the East India Company? Pretty much responsible for the entire government structure in India. Also, if I remember correctly, the Brits also divided up the Arab nations as they are today (Lawrence of Arabia), though I don't know if that was corporate.
Also, look at Hong Kong. Great Britian gave Hong Kong, arguably one of the world's largest capitalistic cities to China. Why? Because they promised, or because it will force China to become capitalistic a lot sooner than China would have on its own.
Remember when everyone had the scare in the 80s about Japan buying up American property? Well, Great Britian's holdings in the US makes Japan look like amateurs. The UK (or its people) are the largest foreign owners of US property.
Don't underestimate the power and influence of Great Britain and her economic powerhouses.
Great Britian's Plan:
1. Conquer.
2. Give it up.
3. Live off the profits.
Anyway, sorry about the bit off-topic rant, just thought I'd clear a myth.
The Napster computer program allows for the sharing of
MP3 files, including digital song files, between users.
According to King's letter to Duke, "it is now
estimated that more than 20 million users regularly
commit copyright infringements through Napster by
downloading or uploading copyrighted material, without
consent of owners. Although Napster euphemistically
refers to this activity as 'file sharing,' there is
little doubt that this 'sharing' is piracy on a massive
scale."
If 20 million people are violating a non-violent law, doesn't that imply that the law is utterly unenforcable and that the will of the people have spoken out against the law?
Slashdot Mirror
"This call may be monitored for quality purposes."
The software randomly records an agent X number of times per Y period. The recordings include the phone conversation and the agent's screen during the call (real-time screen capture). The recordings are used to make sure the agents are not screwing up their jobs or pissing off the customers or wasting time. It's also used for training. Sometimes it is used for legal reasons. Usually in that case though, they explicitly ask for permission. One example, is financial transactions. Often the agent asks to record confirmation. That's part of the software as well.
The software is usually used in one of three ways:
1. Random recordings of the agents for performance.
2. On-Demand recording of priority calls and agent requested recordings. (ie, big customers that you want to make sure get good service or if the agent needs to record the call for any reason.)
3. Continuous Recording. This is also called logging, and every minute of every call is recorded. This is found in big financial call centers where transactions and money tranfers are taken over the phone and any screw up is worth a lot of money.
No one expects privacy on these calls. You are explicity told you might be/are being recorded. There are laws governing this behavior and some states don't allow it. I have had to check incoming ANI (caller id) to determine the inbound area code and match against states that don't allow you to record their citizens. If you are that concerned, move to one of them.
The following are companies that sell this software if you want to get the sales pitch. (I don't work for them, but I once worked for e-talk.)
www.nice.com
www.aspect.com
www.witness.com
www.etalk.com
You might want to check the history books a little before you consider the British too conservative to conquer the world.
Anyone remember the East India Company? Pretty much responsible for the entire government structure in India. Also, if I remember correctly, the Brits also divided up the Arab nations as they are today (Lawrence of Arabia), though I don't know if that was corporate.
Also, look at Hong Kong. Great Britian gave Hong Kong, arguably one of the world's largest capitalistic cities to China. Why? Because they promised, or because it will force China to become capitalistic a lot sooner than China would have on its own.
Remember when everyone had the scare in the 80s about Japan buying up American property? Well, Great Britian's holdings in the US makes Japan look like amateurs. The UK (or its people) are the largest foreign owners of US property.
Don't underestimate the power and influence of Great Britain and her economic powerhouses.
Great Britian's Plan:
1. Conquer.
2. Give it up.
3. Live off the profits.
Anyway, sorry about the bit off-topic rant, just thought I'd clear a myth.
--Rumbeck.
The Napster computer program allows for the sharing of MP3 files, including digital song files, between users. According to King's letter to Duke, "it is now estimated that more than 20 million users regularly commit copyright infringements through Napster by downloading or uploading copyrighted material, without consent of owners. Although Napster euphemistically refers to this activity as 'file sharing,' there is little doubt that this 'sharing' is piracy on a massive scale."
If 20 million people are violating a non-violent law, doesn't that imply that the law is utterly unenforcable and that the will of the people have spoken out against the law?
It's like a massive case of civil disobedience.