This NY Times article touches briefly on the subject in the headline, which is that callers to tech support are monitored while on hold. It's mostly about the growing business of tracking customer service and tech support workers to measure their ability to interact with customers, defuse aggression, etc. The line below, sadly, shows a great deal of insight into our culture, which may be why more of these jobs monitoring others are also being outsourced to other countries.
To do the job, Ms. Rea and her colleagues need an aptitude for listening, a rare commodity in a culture where the opposite of talking is waiting to talk.
