As a sales trainer I often record telephone calls for training purposes, as do many of my clients. I believe that the law affecting this is about to change and would welcome any information regarding the legalities of taping calls in business.
Colette Johnson
5 Responses
Law zone
This subject has been well ventilated on the http://www.lawzone.co.uk site and has a number of interesting threads. Have a look at that site and if you still have a need for more information let us know by email.
TBD Global ltd
http://www.tbdglobal.com
email tbdgloballtd@aol.com
Also
I haven’t looked at the lawzone coverage, but it is also worth looking at the draft Code of Practice issued by the office of Data Protection.
http://www.dataprotection.gov.uk/dpr/dpdoc.nsf
You want the thing called: Employment: Part 3, Monitoring at work
Taping of calls
We had similar issues when we set up our call centre both with internal and external calls. We contacted Lime One and they were able to advise us very clearly on what to do to comply with the law. They can be contacted on 0870 240 4325 or http://www.limeone.com.
Its not just the Data protection Act but also RIP and employment law and we too had only looked at Data Protection areas when considering this. It was a real eye opener!
Good luck.
Emma
http://www.Zest4.biz
See also …
I’ve put a fuller answer to the same questioner’s question, on lawzone:
http://www.lawzone.co.uk/cgi-bin/item.cgi?id=100720&d=1&h=175&f=173&dateformat=%o%20%B%20%Y
Help on taping staff calls
We would like to tape staff calls as part of their ongoing coaching and training, this is not to discipline them or embarrase them, but to help them earn more money,by improving their skills. What exactly is the position with the law. We will tell staff at interview we will do this, but the calls are outgoing calls, so there is no tape recording as in an inbound call to say calls may be taped. If we make one of the first lines of the outbound script to tell the person we are taping the call, we will have difficulties in continuing the sales call! The law seems all very negative with regard to this. We are trying to help our employees, not act as big brother. We also have a need to play recordings of sales appointments being booked by our staff to our sales agents, to proove to them, our staff, book good quality appointments. Can anyone help me and tell me if we do this will we be breaking the law?
Thanks