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.”