Data Protection probably is making you paranoid (it's made me a bit more
twitchy) but that's not to say you don't have a point. I can't see how using
a call for training purposes without the permission of the individual is in
keeping with fair processing - what condition do they rely upon? Given that
some telephone calls contain information of an unquestionably "biographical"
nature, they'd be personal data even after Durant. Organisations are advised
to use Mickey Mouse data for testing computer systems, so why they aren't
using fake telephone calls is a good one. You give me another unpopular
question to ask staff as I go round spreading misery and bad news.
And now you've got me started, what about the bit where they say "may". A
lot of policies and warnings about the use of personal data say the
organisation "may" record, "may" monitor and so on. It's impossible to form
an accurate judgement about a situation where someone "may" do something -
you really want to know whether they are doing it to you.
Tim Turner
Data Protection Officer
Wigan Council
> ----------
> From: J F Hitches[SMTP:[log in to unmask]]
> Reply To: J F Hitches
> Sent: 05 February 2004 08:22
> To: [log in to unmask]
> Subject: [data-protection] Telephone call recording
>
> I telephoned a county council helpline this morning and was
> greeted by a message telling me that my call might be recorded
> "for training purposes".
>
> Having had my query answered I asked the operator if she had a
> means of meeting a request that a call not be recorded. She told
> me that she had no means of stopping the recording.
>
> This means that personal data which may be discussed during a
> call, is likely to be held by the council under the guise of
> being for training. The guidance within the DP community has
> always been that live data should not be used for training
> purposes unless there is no alternative.
>
> I hope the council has a means of accessing this data for SAR
> purposes when FOI hits us in Jan 2005!
>
> What do others think about call centre recordings that cannot be
> stopped even if the caller witholds permission for a recording to
> take place?
>
> It is interesting that so many organisations seem to think they
> need to record ("for training") calls to a call centre but do not
> seem to see the same need to record discussions over a help desk
> counter.
>
> Is data protection making me paranoid or is it nearly Friday?
>
> John Hitches
>
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