My mother used to work in debt recovery for a major catalogue. All telephone
staff were issued with a pseudonym to provide to customers which could be
used to identify them internally. This removed a large portion of risk with
regard to the public using names to identify individuals. This was more than
20 years ago.
I can't see why it couldn't be used now, so long as the false name could be
tied with the real name by appropriate management.
Simon Howarth.
-----Original Message-----
From: This list is for those interested in Data Protection issues
[mailto:[log in to unmask]] On Behalf Of Emma Bothamley
Sent: 15 November 2004 17:59
To: [log in to unmask]
Subject: [data-protection] Providing names in a work context
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
Emma Bothamley
Data Protection Consultant
01733 471226
UKLS Financial Services Ltd No. 3715118, NPI Ltd No. 3725037, National
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