Jackson Shaw

“This call will be recorded for quality, training and verification purposes.” We hear this phrase, or variants of it, nearly every day. When we call a bank, an airline or in nearly any type of customer support situation. You may not even really hear it anymore. It’s now part of every recorded script: “Push 1 for customer service, push 2 for…” Most likely, you don’t think of hanging up because the call is being recorded. You probably never consider for what type of quality, training or verification purpose is your call – and hundreds of thousands like it – being…