January 22, 2007 12:20 PM
Whenever I work with call centers who want to tape calls for their agent quality monitoring program I always ask, "Are you in compliance with Federal and State regulations when you monitor calls?" Often the answer is, "I don't know."
If you're not sure, take a look at the following informative link from Morrison and Foerster.
The following site defines what kind of notification is required:
Take this information to your corporate attorney to figure out the best way to ensure you are in compliance in ALL applicable regulations.
A first step is to get employee consent to tape (preferably in writing), putting the practice into your employee handbook, and even possibly labeling the phones that may be monitored. After that, if you are regulated by two- or all-party consent rules, you will need to inform the customer each time they call that their call may be monitored / taped.
Do you know of any other Web sites that may help call center professionals figure out this complex topic? Please take a moment and post them here.
Also, let me know if I can help. I have helped a lot of companies figure out how to be compliant after the attorney designates the rules you have to follow.