April 14, 2008 1:24 PM Subscribe
My wife's curiosity was piqued by a recent episode of Monk where the bad guys were caught because they were overheard discussing the crime by a quality control person while on hold on a call to make airline reservations. Does this actually happen? Are there quality control people that listen in on entire phone calls even when you are on-hold? I know that they warn you that the call may be recorded for quality control but for some reason I only ever took that to mean that it was the part where you were actually talking. I would assume that even if they do this it is a very low percentage of the calls due to the cost.