Call listening

B

Barnes

Registered User
Messages
34
Hi Folks,

I own a small company which supplies goods into Europe.
Is it legal to listening in on calls for customer service improvements.
Where can I find the information on this?

My friend works for a company that provides internal IT support for a multi-national accross Europe, he listens in on calls but is not sure of the legalities either. In his case they are all staff within the company.

Thanks

Barnes
 
As far as I can remember (having worked in various call centres, including start-ups) in Ireland you can do this but must announce it is being done beforehand e.g. in your first tier recorded message something along the lines of "please note calls may be recorded for training and quality control purposes". Some businesses who would be dealing with the same customers all the time rather than having random one-time callers have agreements in place with their customers stating their agreement to having calls recorded and/or listened to. It's possible that if someone objects to this you must respect that. I'd say this comes under data protection so check Oasis for more information too.
 
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