this post was submitted on 22 Feb 2024
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I've heard if there's music you're on hold. If it's silent then you're on mute.
My favorite call center experience was me, three of my friends, and my youth group leader calling some company and being sent to voicemail because it was after hours. He kept calling back, trying to get a real person but it was just the same "for customer support, press 1" bullshit.
Our leader started talking smack about the company while navigating the option tree of pre-recorded options and a janitor picked up the phone and revealed that all calls are broadcasted into the office, even before you reach the point where you actually leave a recorded message. Because the janitor was the only one there, he could hear our leader badmouthing the company from across the room.
There's no way this happened.
True boss picked up.
I was given some advice a while back to always keep your phone on mute when going through the keypad directory. Many countries don't have many restrictions on recording calls so companies record everything that is permissible.
This is indeed true for most, but not all call centers.