Scott,
A few things I would consider:
- look at giving callers (at least senior staff) the ability to turn
off call recording on a call by call basis. Not sure the VP wants to go
to the call room to call his lawyer! .
- in a call center environment the private phone for agents is a
great one. Clarifies boundaries of usage.
- if employees did not sign off on recording in their employment
contract, then draft a memo that does, get each employee to sign off an
have it in the employee file.
- add a recording waiver paragraph to the employment agreement for
all future new hires.
- also possibly talk to the corporate lawyer. Make sure how you can
use the recordings. Some jurisdictions do not allow recorded calls to be
used for disciplinary action ( I know Nevada is one for sure).
Mike
Scott Ivory wrote:
Great insight. I certainly will do my best to make sure everyone is
informed on my end. Providing things like a phone for personal calls
that will not be recorded helps keep morale up a little bit, and seems
a little less invasive... like: 'we respect your privacy and therefore
don't wish to invade on it. we and encourage you to make personal
calls on a dedicated set'. By informing reps/other personnel that
they are being recorded may help increase productivity.
Adding a 'your call will be recorded' into the auto attendant will
also be necessary.
Are there any other quick things that I can implement to cover my ass?
There are certainly a lot of things to consider. I appreciate the
information you've provided!
Scott
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