Hi Folks,

Can anyone tell me what the implications would be relative to data protection for an individual to secretly dial into a telesales employee's call with a prospect or customer to guage the telesales employee's skill level in dealing with the customer, handling difficult questions or objections etc..

The outcome of monitoring the call in such a manner would be to build customized learning paths for each telesales employee. The telesales employee would never be informed that their call was monitored or the results of the assessment made by the individual monitoring the call.

Catherine

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