How private is your employee’s call?

Most people believe that they are entitled to complete privacy on the phone, as long as, of course, they walk into a room alone and close the door. At home, this makes sense. At work, however, calls are often recorded.

Many people are already used to this concept by calling as a customer. When you call a business to speak with a sales associate or customer service representative, you often hear the phrase “calls may be recorded for quality assurance.” This message is always for the client. The client needs to be informed. An employee must wait for it. However, it is best to inform your employees that they may be recorded, just to be safe.

If you are an employer, then you are paying any staff member who uses the phone to represent your company. You are paying them for their professionalism and you are paying for communication costs. Call recording gives you the opportunity to monitor the quality of your customer service and improve training.

Unfortunately, you may come across employees who don’t care too much that they should be working or their attitude and tone make your company look bad. However, the knowledge that your phone calls may be eavesdropped tends to curb potential problems.

In this day and age, almost everyone has a cell phone. This means that if an employee needs to make a personal or private phone call, he has the ability to use her cell phone. However, if your company does not allow cell phones, there may definitely be times when an employee needs to make a personal call using your company’s business line. In this circumstance, it is better for employees if they are aware of privacy concerns, so that they can choose to keep personal information offline.

Most hosted phone systems will record calls automatically. This can be for both outgoing and incoming calls. This call recording is legal in the workplace as long as individual employees are not targeted.

A great advantage of recording phone calls in the workplace is that the employer has the opportunity to find, identify and correct problems with the behavior of employees. One of the most effective ways to tell if your employee is doing her job over the phone is to listen to her performance. One of the surest ways to know how a customer is feeling is to listen to them. Recording your company’s phone calls gives you and your training staff the information to make sure your employees and customers get the support they need.