** Reply to note from [log in to unmask] Mon, 15 Nov 2004 17:59:07 +0000
> We seem to have a little bit of an issue arising - think it might be a case
> of our DP training being too effective! Some of our call centre staff are
> starting to refuse to provide their surnames to customers as they say this
> is their personal data and they don't need to provide it (and we shouldn't
> force them - we're not forcing them, by the way). This is causing
> complaints from customers who think that if call centre staff won't give
> out their full names, is it because they are providing incorrect
> information and don't want to be held responsible.
>
> I appreciate that where someone has an unusual surname, a specific
> individual can be identified from the information and therefore this is
> technically covered by the DPA. But . . . surely in a work environment,
> there must be a reasonable expectation from the employee that their name
> may be provided in a work context and that anonymity cannot be guaranteed.
> I just can't see how anonymity would be a practical option.
>
> Any thoughts on this one? Any help on the best way to tackle this would be
> most appreciated.
>
> Thanks in advance,
> Emma
Hi,
Solvable if you want to solve it.
I agree with them. And yup they might give wrong advice as the XXXX who
sold me YYYY and did not do what it said it would do ... and I forgot to ask for
his name anyway (btw. British Telecom)
Assign them unique IDs (eg. operator 1, operator 2 ... etc or
something a bit more dignifying than my example). The customer is entitled to
know who they spoke to. In any case spelling names can take longer than the
call itself (I KNOW!)
Regards
Charles
--
Charles Christacopoulos, Management Information Officer,
Planning & Information, University of Dundee, Dundee, DD1 4HN,
Scotland, United Kingdom. Tel: 44(0)1382-344891. Fax: 44(0)1382-348845.
http://www.somis.dundee.ac.uk/ ::egothor http://www.egothor.org/
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