Andy,
The Office of the e-Envoy offers guidance on this subject.
Regards
Alex Mitchell
North Lanarkshire Council
-----Original Message-----
From: Andy Gray [mailto:[log in to unmask]]
Sent: 31 October 2003 11:55
To: [log in to unmask]
Subject: Call Centres & Recording Conversations
We have a call centre up and running, now management have stated that they
would like to monitor calls for customer service and staff training
purposes.
I appreciate as long as the "good old" eight principles are followed
especially "fair and lawful" no problems should be encountered. He says.
But can anyone direct me to specific guidance for call centre operation or
shed some light on operational problems that they have encountered in this
area?
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