Can anyone direct me to a resource where I can determine if it is legal to monitor calls for training/quality without first informing the customer? Our Agents would be aware when a call is being monitored, however based on our current IVR design we do not have an opportunity to play a meassage to a new caller.
It would depend on what country you are in I guess. I know in Australia, in most cases it is done legally. You can get into a bit of trouble under federal legislation if you record calls and the recording system does not form part of the telecommumications system per se, but as 99% of the community are not aware of the legislation I am not aware of any problems and certainly no fines as a result of a breach of the legisdlative guidelines. The biggest problem we have is the union not budging on its acceptability, not that we stop mind you.