I worked at one for lowe's for almost 3 years. I hated it at first but I changed to a different department after a year and i liked it a lot better. they ended up firing me because they accused me of hanging up on customers
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Originally posted by Speezy
Are phone conversations really recorded?
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i'm sure every call center is different but at the one i worked at, yes all calls are recorded. however the standard was that the supervisor only actually listens to one call per week (at random) from each agent to grade the agent on the interaction.
of course there are some exceptions, like if an agent isn't doing well they may grade extra calls. or if an agent feels like they didn't handle a call well they can ask the supervisor to listen to that particular call for help. i've seen the system the supervisors see, and it basically has every call sorted by the agent's name and it lists the time of the call.