I’m on hold to Motorola Canada with a question about one of their cell phones. Apparently, says the voice robot, my call may be recorded “for quality and coaching purposes.”
Does this mean that I might make some sort of highlight (or blooper) reel? Will a group of apprentice call centre staff gather together in a room, listen to my call with a coach dressed in shorts and rugby shirt at the head of the class, and then do a post-call evaluation. “See where Bobby says ‘Could I have your name?’ there? He should really say ‘Might I have your name?”.
Obviously I am from the old “if you can make conversation and have some smarts, you’ll do okay” school of call centre management.
Postscript: Motorola guy answered the phone and, believe it or not, he could make conversation and did have some smarts. I was looking for information on using iSync with the Motorola V60ci that Island Tel Mobility offers; he hadn’t heard about this iSync support yet, so I gave him the URL at Apple, and we browsed their website together. Nice to encounter a company where information is allowed to flow both ways. Just FYI, he told me that the V60i (that Apple says they support) and Island Tel’s V60ci are functionally equivalent — the ‘c’ just means “customer can install coloured covers on the phone.”



My parents are visiting us this week. As they are both music fans with broad tastes, we bought tickets for the
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