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sales: 866.864.5376 |
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The Hosted Call Recording and Monitoring Solution |
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Employment law |
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To the extent that recordings and monitoring are used for employment-related decisions (e.g. promotions, discipline, firing), it is important to be protected from charges of discrimination or unlawful employment practices generally. A comprehensive review of state employment law is beyond the scope of this (website), but we note that in most states, employers have broad latitutde to make employment-related decisions that they can justify for business purposes and that they apply consistently and objectively. In this regard, we believe that recording can be an asset to the call center's quality control processes, as long as policies are administered consistently and fairly. Recordings provide evidence that employers can use to document the basis for their employment decisions. When sampling methods and evaluation procedures are applied consistently and with (sound) business justification, recordings are a defense against charges of discrimination, harassment or arbitrary decision making. In addition, recordings provide for calibration, which helps the call center ensure that scoring procedures are conducted as consistently as possible. *Content from "Recording and Monitoring Call Center Transactions: A VoiceLog White Paper." |
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VirtualLogger, LLC... sales@virtuallogger.com... sales: 866.864.5376 |
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