The calls that are recorded are not for Customers benefit, they are for Quality Assurance, and supervisors to listen to for coaching purposes, They want to make sure reps are offering First Call Resolution.
AND NO not every call is recorded,
The recorded calls are computer assigned and then Quality Assurance and the supervisor listen to 6 calls on an individual per month. So technically 12 calls a month. Considering Each rep takes about 80 calls a day. What are the Odds