Woman mortified after realising call centres can hear everything when on hold
A woman has revealed her hilarious ordeal after realising a call centre emplyee heard the colourful language she used when she got fed up speaking to an automated line.
We all know how frustrating it can be when trying to get through to someone at a call centre, especially when you're trying to communicate with a robot, waiting to speak to a real person.
The caller lost her rag so badly she ended up shouting some explicit words to the automatied service - but was left mortified when she found out the people in the call centre could also hear her.
Left red-faced, the woman asked on Mumsnet if it was true and if she could be heard, as she wrote: "I am mortified. I called up about a leak and the automated system was asking whether it was inside or outside the house. It asked about 12 times and in the end, I shouted 'Yes inside the f**king tw**ty c***y house! This is making me want to drown in the leak."
However she then revealed a minute later an advisor came onto the line and asked: "Hello you're calling about a leak inside the property?" To which the mum then asked other Mumsnetters for some clarification and said: "Would they have heard what I said?"
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Recalling the ordeal, the mum then later shared: "I think I also said 'I could weep the leak myself'," and laughed it off. Mums flocked to the comments to concur that they most likely did hear her, as one wrote: "Yes it will have recorded it. They may not have listened to it but the whole call is recorded from start to finish, not just the bits with human interaction. I once had to listen to staff calls, it was mildly amusing how customers would be perfectly polite to staff and then chuck [swear] words about whilst they were on hold."
A former call centre worker explained what really happens when speaking with the automated line and shared: "Yes they can hear it and it's also transcribed, normally by AI. But don't worry about it, it might give the listening staff a laugh but nothing will come of it. The transcription will probably note your frustration with a little red sad face to show you sounded unhappy. Sincerely - a person who used to listen to the customer side of calls to see where the system needed improving."
While another call centre worker simply wrote: "I have worked in a call centre and that would be the best thing I heard all day."
So, if you're wondering how to check if you can be heard, an account called @yourdailydoseoflifehacks, which shares daily life hacks, went viral after posting a tip about call centres. In the video, they inform people how to tell, while you're on hold, if the call centre operator can actually hear everything you're saying.
They explain: "When a call centre puts you on hold and you don't hear music, it means you're on mute... and they can hear everything you're saying (good and bad)." This hack is bound to save some people from humiliating themselves - and causing offence!
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