Telephone tapping or wire tapping is the process of monitoring telephone and Internet conversations. The telephone tap or wire tap acquired its name because the process itself is by monitoring connection applied through the wires of the telephone line being monitored and drew off or tapped a small amount of the electrical signal that carries the entire conversation.
Lawful Interception in the US is the legalized wiretapping by police or other recognized governmental authority. Experts classify wire tapping into two. One is passive wiretapping which is use only to observe the flow and gain knowledge of the information it contains. Another one is active wiretapping, purposely done to alter the data or otherwise affect the flow of data.
One company in the US “offers call measurement and monitoring technology that allows users to capture vital intelligence about prospects and customers,” as advertised in the web. The name of the company is Who's Calling, with its Corporate Headquarters in Kirkland, Washington (left photo below) and its South West Regional Office-Standard Call located in Dallas, Texas.
Who's Calling or WC for the purpose of this article, is the leader in customer capture solutions industry by using patented monitoring technology and call measurement device.
They provide an innovative service that allows automobile dealerships; residential heating, cooling, sewer, plumbing and air Quality Company operating in the U.S. and privately held companies that offer lease properties in prime locations to capture what they called vital intelligence about their prospects and customers.
WC use unique application programs for their call evaluators to listen to and review inbound calls recordings. The system allows call evaluators to classify calls by interest and appointment status, note the important information and be able to immediately identify calls that require special attention.
For instance, in the automobile sales business, a program of WC captures caller information and submits reports on potential vehicle back to the dealership within an hour of the recording. Along with this, WC provides a “report card” to the dealership that rates how the salesperson handled an inbound call. Because of this unique technique, WC also help identify clear areas of strength and areas where there clients are experiencing difficulty. The dealership then can use this information to train their staff and monitor their sales team performance.
Under the United States federal law and in most state laws there is nothing illegal to record a telephone conversation or giving permission for calls to be recorded or permitting their telephone line to be tapped. However the Telephone recording laws in some U.S. states require only one party to be aware of the recording, while other states require both parties to be aware. It is considered better practice to announce at the beginning of a call that the conversation is being recorded.
Another client of WC is a business that provides services in the largest residential, heating, and cooling, sewer, plumbing and air Quality Company in the U.S. This company prides itself as “the company with the on-time guys,” and known for offering its client a $50 refund if their technician is late for their appointment. Their employees are trained professionals that provide installation, maintenance and repair services.
For this particular client WC focus on the performance of the receptionist on how she handles calls in professional and efficient way with all due respect and courtesy to their clients. This particular company of WC is a member of the ServiceMaster Family of Brands. ServiceMaster is a Fortune 500 company that currently employs more than 40 thousand people nationwide working in a home service-related industry.
WC also monitors the sales performance and quality service of its client known for advertising easy living arrangements, charm, comfort and character. The properties of this client are designed for people who want higher-end living apartments. This client offer one, two and three-bedroom apartments in short or long term period, they are located in New York, New Jersey, Washington DC, North Carolina and Pennsylvania.
So if you are working in one of the companies who happen to be a client of WC, beware the next time you pick up the phone and make sure you brand your company and treated the caller with utmost respect and courtesy they deserve.
