Subject:::Tighter Privacy Laws Can Pose Risk to Call Centers Recording Calls - TMCnet's Legal eNews Legal eNewsletter
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January 16, 2013

Tighter Privacy Laws Can Pose Risk to Call Centers Recording Calls

“This call may be recorded for quality and training purposes.”

You’ve heard it many times before. Most call centers record at least some of their calls so they can use them later as examples of good and bad calls when training new agents, or so they can evaluate individual agents when it comes time for raises, promotions or terminations. 

Many other call centers record 100 percent of calls, not only for training and evaluation, but for legal purposes: financial services companies, for example, are required to record all calls in accordance with federal law. It protects both the company and the consumer.

Recording calls, while it seems routine, is sometimes a dicey prospect, however, when it comes to privacy and wiretapping laws, and it’s important for call centers to understand what they need to do to remain compliant and on the right side of the law. This is extra critical if a call center has facilities or even customers in California, which has some of the strictest call recording rules in the nation... Read More

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