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Do you ever have to call a service center for some thing that you want to address?
During the holidays, I got some credit card charges that I wasn't aware of and have to call a bank call center.
First they asked you to key in your bank credit card number followed by the secret PIN number. And then the wait.
The line would say, "This conversation will be recorded for coaching, teaching, advising, and monitoring purposes."
Then silence, and more silence.
How these purposes are translated to shorter wait times, successfully addressed complaints and questions, which then lead to customer satisfaction and retention is mind-boggling.
And with the advent of AI, it becomes even more cryptic as to what happens with every call and what corporate training is instituted in anticipation of the need to reform/change.
Hopefully, that recoded message should not just assuage every caller that things will be better, and that reality should meet current expectations and not the other way around.
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