It is extremely unlikely that you will install a logging and monitoring system yourself but by knowing the following steps you will be aware of what the process is, in order to achieve a fully functioning and compliant system.
The following safeguards need to be considered:
- Communicate to your employees and explain why you are implementing a call recording or logging system. Explain what the benefits are for them and the company.
- Address any concerns that your staff might have.
- Ensure that you and your organisation meet all the legal requirements in order that you are not in breach of any statutes or legal requirements. We strongly recommend that you take specialist legal advise just to make sure!
- Provide a number of telephones that your personnel can use in order to make personal or confidential calls.
- Ensure that you are completely clear as to why you are implementing such a system.
- Agree on a set of criteria for triggering the recording of calls if not all calls are to be recorded.
- You need to ensure that a notification for callers that their calls may be recorded. Likewise for those making outbound calls need to notify any recipients that they may be being recorded.
- Make sure that the information recorded is safe from abuse or misuse. This is a condition of the Data Protection Act.
- Your company must be registered with the Information Commissioner (www.ico.gov.uk).
- Implement a system whereby recordings are deleted when they are no longer required or as the DPA stipulates that personal data should only be retained long enough to fulfil the purpose for which it is held.
- Training. This is absolutely critical to the success of any installation. Firstly to ensure that people know how to use the system and secondly when to use it. Training also helps retain good people and empowering them to make good, informed decisions.
- Keep your employees informed. Let them know if there any issues or problems as soon as possible. The sooner you can let them know of a problem the sooner it can be dealt with.
- Decide whether you want a system that automatically deletes call records when a pre-agreed criterion has been met.
- Determine what sort of reports you require from your new system and how often.