Businesses use a variety of tools to maintain compliance with various communications regulations and improve their processes. Call monitoring software is among these tools, allowing organizations to track and record incoming and outgoing calls.
The idea of monitoring calls might sound unethical for individuals who are unfamiliar with the practice. While it is normal for businesses to monitor call Signal, improper use of these tools might lead to discomfort from callers.
To ensure call monitoring remains ethical, below are best practices to remember:
Transparency Is a Must
To ease the discomfort of customers and agents, inform either party immediately that your company is monitoring calls. Additionally, allow them the option to opt in and opt out of having the call monitored.
On top of informing customers and employees that you are monitoring their calls, make sure they understand the reason behind this practice. Explain that monitoring is part of compliance protocols, and assure them that the data will be kept confidential.
Put Privacy as a Priority
Being able to access and listen to calls is a privilege not many have, but you must be responsible for handling any information you might receive. One of the top priorities when given the role of monitoring calls is to respect the privacy and security of both callers. Ensure that all data is recorded and stored correctly. Moreover, keep an eye on the logs and prevent unauthorized people from listening in.
Be Aware of Laws and Regulations
The United States federal law mandates at least one party to consent to recording or monitoring a call. Considering you are one of the parties involved, this applies to you as well. However, the implications per state might be more complicated.
Depending on the state, the law might require both parties to consent to monitor calls. Called “two-party consent,” the business must ask the customer for consent to have the call recorded. If the customer refuses, the company must turn off any monitoring software.
That said, it is still important to understand the laws for call monitoring in your state, as this is on a case-to-case basis.
Transparency and Security: The Key to Ethical Monitoring
The number one rule of ethical call monitoring for business is to maintain transparency at all times and to ensure the protection of both parties. By upholding these practices, your business ensures compliance and satisfaction from customers and employees.
