Well. That means that any moment, we the phone survey people may have our calls listened to and taped by someone in the back room with a rule book, who sees how we're doing and whether or not we're handling talking to someone random well at all.
One of the monitors is a complete rules lawyer. If it even smacks of something that we're not supposed to be doing, if she doesn't think it's completely professional, or if you're not reading the words that are on the screen exactly (or if you are reading the words on the screen and she thinks you shouldn't be) -- she marks you down for it. Everybody's had a rules lawyer supervisor like this from time to time, I'm sure.
Now, our scores are like so: a star, for outstanding, a plus, for above average, a check, for acceptable, a minus, for not up to standard, and an exclamation mark (called a "bang") for absolutely dreadful.
I've figured out what the Rules Lawyer Monitor's theme song is.
"Bang and Blame"