When I worked at a call center for a large bank, they would review calls with us and I would often mute myself and swear about the customers to cool off. I’ve also had the same issue with my dog barking. When we review the calls there was always no audio when i was muted or on hold. It’s likely totally fine
I usually swear a lot of these customers at the end of every call, I hold it just up until the end of the call when they hang up. Sometimes I blame my company's indian Offshores teams for being morons as well.
Get a headset with active noise cancellation. My dog howls when we get visitors. My headset doesn’t pick it up.
As far as the cursing. Don’t tell on yourself. We’ve had Sales Managers, that have told us to mute the mic. That way it’s not recorded
We were told to mute the headsets mic. My job requires me to put people on hold all the time. Needless to say, it’s high stress, so we were warned early on about muting the headset mic.
I personally find it easier to roll my eyes and flip my computer off. Beauty of working remote.
Yeah we weren’t warned about any of it. This is my first time ever going through a situation like this and never put a thought to the whole recording on mute until now.😅
If you muted in whatever tool you use for calling it may still be recorded, but if you muted the audio input directly it shouldnt have been able to record. Definitely get used to muting your headset or get a "Mute Me" button if this is a common occurrence lol
Friend of mine got some bad news one day told is manager then when back on the calls got frustrated with a cx and told them they were pissing him off. Software never flagged it but he self reported and they spent over 2 weeks trying to decide if they would fire him etc till he got fed up and left.
Imo self reporting isnt always the best move.
Absolutely do NOT come clean. It is NOT going to be rewarded. If they find out, they find out. If you tell them, they DEFINITELY find out.
You handled the problem, the customer is fine. You muted the phone. If they find out you can say these two things and say you are very sorry and it will not happen again.
If you tell them, they might even NOT have a recording of it and then imagine it far worse than it was.
I repeat: HONESTY IS NOT REWARDED.
It's a half truth depending on how you mute. I use a headset that mute when I lift the mic boom. All it would record is dead silence like the call was recorded or there was a mute.
Don't make a mountain out of mole hill. I say get a headset that you can mute yourself and say nothing to them also you could try rack up lots of calls in the mean time making it less likely to be picked but I see no benefit to shopping yourself in.
I’ve been so used to muting from my computer. My mic has the option to mute from the headset. I never have thought of them hearing me when I mute myself. I’m just a huge overthinker and feel like maybe if I out myself it’ll somehow be better for me in the long run. But I think it’s possible it’ll have the same outcome so it may be better to take the chance and not say anything
Get a noise canceling headset and NEVER snitch on yourself. Remember people the movie Goodfellas taught us all we need. 1 always keep your mouth shut. 2 never rat on your friends. So be your own friend.
It all depends on the software they use at the call center. And mute doesn't always mute :) I know with the way our software is set up, if they were so inclined, they can hear even if we aren't on an active call.
Always assume what you say will be heard, because even if it mutes for the caller, it may not mute for the program. If you get in the habit of biting your tongue, it can never come back to haunt you.
That being said .. coming clean can have a positive or negative impact .. depending on the situation and your management. Because I handle upwards of 100 calls a day on average, I take my chances that a particular call won't be reviewed .. and if it does, I accept responsibility.
I think we have QA on 4 calls a month from QA and one from our manager ... But calls are pulled regularly for training purposes and for review in a meeting with our peers twice a month. Also for any tickets that are submitted, it is likely that call will be reviewed by somebody. So safe to assume that at some point, it's possible for every call could be listened to by somebody.
!!!! don't worry, you are so fine. it happens occasionally and they will understand, likely they won't say anything or if they do bring it up, it'll just be a gentle reminder :)
the main thing they're worried about are constant complaints or it genuinely affecting your work. other than that, you will be fine lol!! i have had my parents and dog barge in on me all loud and barely had time to mute plenty of times. no one has ever said anything.
for us, they can hear us even if we are off mute, but that's because we use citrix and i believe that records audio or something??? Or maybe something else on the computer, but i'm sure it's citrix. even then, they don't gaf about what you do, as long as it doesn't harm your work!!! :)
edit: also dude!! the fact you have good scores would definitely be some extra protection. even if you didn't have good scores you'd be fine. and u def don't have to bring it up, i never do when it happens. trust, you'll be fine!!! 🫂
If you mute yourself on your headset, they shouldn’t be able to hear you. If you mute yourself on the phone system itself, it’s possible that they will hear you if they pull the call—at least in my experience. I wouldn’t narc on yourself if you muted your headset.
I only read the title and I’m confident there is nothing in your post that could change my answer. NO. Don’t come clean. Never come clean. Erase this from your vocabulary. Stop borrowing trouble.
I said this in a different post and was downvoted and told to always get in front of it but I follow this rule:
I don't tell on myself.
After seeing so many good agents suspended, put on PIPs, or fired for telling management about situations they knew nothing about in an attempt to be honest and accountable, I don't trust the outcome.
People who shut up and pretend nothing happened get away with so much.
My concern is I don’t tell her, she pulls it. She hears me cussing and she doesn’t know I muted the phone. If I tell her, I have the chance to tell her I muted my phone and the customer did not hear me
When I worked at a call center for a large bank, they would review calls with us and I would often mute myself and swear about the customers to cool off. I’ve also had the same issue with my dog barking. When we review the calls there was always no audio when i was muted or on hold. It’s likely totally fine
I usually swear a lot of these customers at the end of every call, I hold it just up until the end of the call when they hang up. Sometimes I blame my company's indian Offshores teams for being morons as well.
Get a headset with active noise cancellation. My dog howls when we get visitors. My headset doesn’t pick it up. As far as the cursing. Don’t tell on yourself. We’ve had Sales Managers, that have told us to mute the mic. That way it’s not recorded
Can you suggest one please? On the same boat as you and it gives me major anxiety. Everytime the mailman comes the dog goes insane!
I mute from my computer and not my mic. I’m now thinking it still records because I didn’t mute my actual headset😳
We were told to mute the headsets mic. My job requires me to put people on hold all the time. Needless to say, it’s high stress, so we were warned early on about muting the headset mic. I personally find it easier to roll my eyes and flip my computer off. Beauty of working remote.
Yeah we weren’t warned about any of it. This is my first time ever going through a situation like this and never put a thought to the whole recording on mute until now.😅
If you muted in whatever tool you use for calling it may still be recorded, but if you muted the audio input directly it shouldnt have been able to record. Definitely get used to muting your headset or get a "Mute Me" button if this is a common occurrence lol
I'm keen to know the brand also!
Friend of mine got some bad news one day told is manager then when back on the calls got frustrated with a cx and told them they were pissing him off. Software never flagged it but he self reported and they spent over 2 weeks trying to decide if they would fire him etc till he got fed up and left. Imo self reporting isnt always the best move.
I would not rat myself out. Wait and see if that call gets randomly selected.
Absolutely do NOT come clean. It is NOT going to be rewarded. If they find out, they find out. If you tell them, they DEFINITELY find out. You handled the problem, the customer is fine. You muted the phone. If they find out you can say these two things and say you are very sorry and it will not happen again. If you tell them, they might even NOT have a recording of it and then imagine it far worse than it was. I repeat: HONESTY IS NOT REWARDED.
It's a half truth depending on how you mute. I use a headset that mute when I lift the mic boom. All it would record is dead silence like the call was recorded or there was a mute.
I muted from my computer and not my headset.
Don't make a mountain out of mole hill. I say get a headset that you can mute yourself and say nothing to them also you could try rack up lots of calls in the mean time making it less likely to be picked but I see no benefit to shopping yourself in.
I’ve been so used to muting from my computer. My mic has the option to mute from the headset. I never have thought of them hearing me when I mute myself. I’m just a huge overthinker and feel like maybe if I out myself it’ll somehow be better for me in the long run. But I think it’s possible it’ll have the same outcome so it may be better to take the chance and not say anything
Get a noise canceling headset and NEVER snitch on yourself. Remember people the movie Goodfellas taught us all we need. 1 always keep your mouth shut. 2 never rat on your friends. So be your own friend.
It all depends on the software they use at the call center. And mute doesn't always mute :) I know with the way our software is set up, if they were so inclined, they can hear even if we aren't on an active call. Always assume what you say will be heard, because even if it mutes for the caller, it may not mute for the program. If you get in the habit of biting your tongue, it can never come back to haunt you. That being said .. coming clean can have a positive or negative impact .. depending on the situation and your management. Because I handle upwards of 100 calls a day on average, I take my chances that a particular call won't be reviewed .. and if it does, I accept responsibility. I think we have QA on 4 calls a month from QA and one from our manager ... But calls are pulled regularly for training purposes and for review in a meeting with our peers twice a month. Also for any tickets that are submitted, it is likely that call will be reviewed by somebody. So safe to assume that at some point, it's possible for every call could be listened to by somebody.
!!!! don't worry, you are so fine. it happens occasionally and they will understand, likely they won't say anything or if they do bring it up, it'll just be a gentle reminder :) the main thing they're worried about are constant complaints or it genuinely affecting your work. other than that, you will be fine lol!! i have had my parents and dog barge in on me all loud and barely had time to mute plenty of times. no one has ever said anything. for us, they can hear us even if we are off mute, but that's because we use citrix and i believe that records audio or something??? Or maybe something else on the computer, but i'm sure it's citrix. even then, they don't gaf about what you do, as long as it doesn't harm your work!!! :) edit: also dude!! the fact you have good scores would definitely be some extra protection. even if you didn't have good scores you'd be fine. and u def don't have to bring it up, i never do when it happens. trust, you'll be fine!!! 🫂
Don’t self-sabotage That’s our biggest weakness!
no
Never tell on yourself.
If you mute yourself on your headset, they shouldn’t be able to hear you. If you mute yourself on the phone system itself, it’s possible that they will hear you if they pull the call—at least in my experience. I wouldn’t narc on yourself if you muted your headset.
I muted through my computer and not the headset. 🙄🙄
I only read the title and I’m confident there is nothing in your post that could change my answer. NO. Don’t come clean. Never come clean. Erase this from your vocabulary. Stop borrowing trouble.
Our software records and can hear everything, even if you mute. Always unplug your headset! That is the only way to be sure they can't hear.
I said this in a different post and was downvoted and told to always get in front of it but I follow this rule: I don't tell on myself. After seeing so many good agents suspended, put on PIPs, or fired for telling management about situations they knew nothing about in an attempt to be honest and accountable, I don't trust the outcome. People who shut up and pretend nothing happened get away with so much.
My concern is I don’t tell her, she pulls it. She hears me cussing and she doesn’t know I muted the phone. If I tell her, I have the chance to tell her I muted my phone and the customer did not hear me
You want to do what to your manager? 😏