Mark Burnett Goldmine

The New York Times reports that "this call may be monitored for quality assurance" is more than an empty threat:

Most callers do not realize that they may be taped even while they are on hold.

It is at these times that monitors hear husbands arguing with their wives, mothers yelling at their children, and dog owners throwing fits at disobedient pets, all when they think no one is listening . . .

"You'd be surprised how casual it can get," said Mr. Pike, who works at Aon Consulting, one of the nation's biggest third-party call center monitors. "It's like watching TV. There's always something interesting on."

Whole thing here.