In the last job I had, I worked at a company that did background screening. When someone called in to our company to verify employment, or a degree on someone we were completing a screening on, they’d hear a little recorded greeting saying:
“This call may be recorded or monitored”
You’ve probably heard the same thing when you’ve called your bank, or your credit card company, or your insurance provider. What exactly do these companies DO with those recordings, anyway?
I can only speak for my former company and what we did with our phone recorder, since I was one of the people that got to listen to those recordings and conversations. Sometimes I’d listen live as well. We used it for employee review, mostly. Since we did background screening, it was important that our data be collected in a certain way. We didn’t allow our agents to prompt people for the dates. Let me give you an example. Say that the resume for Joe Schmoe says he worked at ABC Company from 4/1/02 – 5/13/02. Pretty exact dates, right? But when we call Joe’s manager to confirm, we are NOT allowed to give her that info – we want HER to tell us what their employment records show to make sure we have a match. If we gave her the dates up front, it would be too easy for her to agree without really checking the dates. Additionally, when verifying degrees, we want to make sure that someone really did graduate with the degree they stayed, so we’d listen to calls to make sure our agents went through the steps correctly of verifying.
I’m sure other companies do more with their recordings, but that’s what we did with ours. I suppose is someone flips out over the phone, either a customer, or an employee, you could use that recording to either fire an employee, or get rid of that customer.