Episode 523 • • 2:26:34 - 2:29:02
523: by Law and by Rule
Call Center Voice Analysis and Listener Feedback
A listener who sold Avaya switches explains that call centers use voice analysis to monitor waiting customers. He claims that using profanity can sometimes move a caller to the front of the queue by triggering "upset" alerts. The hosts also read a humorous email about the show's impact on a listener's personal life.