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]

Phone:         029 2087 3346
Mobile :        07890 265987

Fax:              029 2087 3349

Proactive Publishing Promotes Positive Perceptions


 

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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