I get emails every once and a while about this topic and it’s got to a point where we need this cleared up. So I’m putting my neck on the line and starting the discussion with my take on it all.
One contact centre manager works from the guidelines that the privacy laws only require one party to be aware that calls are being recorded. So they currently don't advise callers but do record 100% of their calls. When other contact centres having the 'recording' statement as a standard message at the start of their call queuing.
I’m hoping by blogging it I generate a lot of head nodding or head shaking of disapproval and we start a discussion. I’ve read through the Privacy Act and based my answers on what I have read around Principle 4 as a starting point (which is a mission in itself and its no wonder we are all confused!).
To start, the question of ‘Do you have to tell the customer?’, splits into a few separate questions. I have noted my thoughts under each question:
Do we have to tell them we are recording for training purposes?
No. This to me means, since I’m not collecting personal information, as I am recording for training purposes only, I therefore don’t have to advise the customer. And as long as I never use that information about the customer in any shape or form, then everyone should be happy.
Do we have to tell them we are recording for other reason? (Especially for Government Departments)
Yes. If I’m using the personal information given during a call for anything other than training, and I don’t inform the customer, then I can land in hot water very quickly. The Privacy Act is clear on that.
Do we have to tell the customer that are we listening to the call but not recording it?
No. I don’t believe I need to advise a customer if I’m listening to the call for training or performance measurements of staff only.
The extension to this question, is do we need to tell staff that we record them? Yes and no. Feedback from the contact centre managers I have asked in the last month or so is that they advise their staff at an HR level by having an HR policy along the lines that staff will be measured and different tools will be used on all staff to ensure they are performing at the expected levels. (Similar to an internet or email policy).
So, that’s my take on the question and can I add my disclaimer: This is merely my opinion based on the information I have seen, read or heard!
Now I’m looking for other thoughts, or opinions as to whether I’m right, close or completely off the mark?