RadioBanter - View Single Post

December 10th 04, 10:22 PM

In article .com, (Curtis CCR) writes:

[...]
| In California, any phone call going over the public network
| cannot be monitored or recorded without consent of BOTH parties.

[...]
| The restrictions extend to the call center operations here too.
| Customers hear "your call may be monitored or recorded..." The
| montoring system records all calls on the customer service reps phone,
| as well as what they are doing on their computer during the call. In
| addition to the line for call queues, there is also a line for the CSR
| to use for direct incoming calls or to make outgoing calls. The
| monitoring system records all calls on the CSR's phone regardless of
| what line is used.
|
| When recordings are reviewed by management, they are always reviewed by
| two people. The privacy policy requires that as soon as they identify
| anything they hear as personal or otherwise not related to customer
| service, they stop listening and move on. The direct line on the CSR
| phone does not have a monitoring notice so the privacy has to be
| extended to third party.

Are you saying that they do record the direct line even though there is
no notice to the person on the other end? If that is the case, hasn't the
law already been violated even if the people reviewing the tapes try to
avoid listening to "personal" content?

Dan Lanciani
ddl@danlan.*com