Forget Data Protection. This would be unlawful. See Reg 3(2)(c) of the
Telecommunications (Lawful Business Practice) (Interception of
Communications) Regulations 2000
Phillip Bradshaw
Information Manager
Clerk to the Council
Room CY4B, County Hall
EMail: [log in to unmask] <mailto:[log in to unmask]>
Phone: 029 2087 3346
Mobile : 07890 265987
Fax: 029 2087 3349
Proactive Publishing Promotes Positive Perceptions
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From: This list is for those interested in Data Protection issues
[mailto:[log in to unmask]] On Behalf Of Catherine Schalk
Sent: 17 October 2008 11:18
To: [log in to unmask]
Subject: [data-protection] Ghost Call Monitoring
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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