Pitfalls of Call Recording & Logging

There are very few pitfalls to call recording & logging and those that are, tend to be based around privacy and compliance.

  • Big Brother’ – monitoring and recording can be seen to be interference by senior management and the general perception amongst employees might be that the management don’t trust their personnel.
  • Not adhering to compliance legislation or other laws that protect people’s human rights or privacy.
  • Could be considered intrusive by employees and customers, though it should be pointed out that customers must be told that their calls maybe recorded.
  • Installing a logging and recording system may not always be legal – in some countries they are not allowed so you need to check carefully what regulation applies to your country and industry