Service observation

Definition
Service observation refers to the practice of listening in on an employee’s telephone conversation with a customer to check on courtesy, correctness of information, or other factors.

Overview
Service observation is not automatic; it requires a human supervisor. However, it is often used in conjunction with computer-based systems that collect information about the duration of the telephone call or the types of transactions the employee performs during the call. New technology has made service observation completely silent, so neither the employee nor the customer may know a supervisor is on the line.