Managing for Quality and Performance Excellence 9th Edition by James Evans,William Lindsay

Exercise 34

Often, the preamble to one's call to a company will be a recorded message that says something like "For quality purposes, this call may be recorded." What do you think the real purpose of such an approach is? Is it to improve quality or to monitor poorly trained employees or catch them deviating from company scripts? Would an empowered organization need to use this method?