Tighter Privacy Laws Can Pose Risk to Call Centers Recording Calls - TMCnet's Legal eNews

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Featured Articles » Consumer Advocate Sues Apple in Brussels Court for Warranty Confusion » Lawsuit Filed after Cisco Begins Using Same Trademarked Phrase as East Carolina University » Ballistic Case Company Files Infringement Claim Against Valor Communications   Sponsored By: Fonolo WEBINAR: Connecting your Call Center to the Smartphone Revolution Thursday February 28, 2013 TIME: 2:00 PM ET/ 11:00 AM PT Mark Edelman, a top executive from a US credit union, will join us to talk about how his company seized this opportunity to offer a great customer service experience. Mark will explain how they enhanced their mobile app with Fonolo so that their members can connect to call center agents with one click – eliminating phone menus and waiting on hold. We will also share industry statistics and examples illustrating the impact smartphones have had on call centers and how your organization can tap into this new technology to better service your customers. Register Here   Top Stories » Almost 2,000 Ericsson Patents to be Transferred to Unwired Planet » IBM Granted Most U.S. Patents for 20th Year in a Row » Legal & General America Employs Hooper Holmes' Online Tool to Schedule Live Exams   From The Expert Corner January 16, 2013 Tighter Privacy Laws Can Pose Risk to Call Centers Recording Calls By Tracey E. Schelmetic “This call may be recorded for quality and training purposes.” You’ve heard it many times before. Most call centers record at least some of their calls so they can use them later as examples of good and bad calls when training new agents, or so they can evaluate individual agents when it comes time for raises, promotions or terminations.  Many other call centers record 100 percent of calls, not only for training and evaluation, but for legal purposes: financial services companies, for example, are required to record all calls in accordance with federal law. It protects both the company and the consumer. Recording calls, while it seems routine, is sometimes a dicey prospect, however, when it comes to privacy and wiretapping laws, and it’s important for call centers to understand what they need to do to remain compliant and on the right side of the law. This is extra critical if a call center has facilities or even customers in California, which has some of the strictest call recording rules in the nation... Read More    Featured Videos Interview with Coalfire    Featured Resources » 2012 Bit9 Cyber Security Research Report » Introduction to VoIP Fraud   Featured Channels » Legal » Financial Technology » Governance, Risk & Compliance   legal.tmcnet.com is Your Source for the Latest Legal Technology News and Information   Sign Up For FREE    |    Visit Legal Technology Site    |    Free Magazine Subscription   Advertise With Us   General advertising Info: Click here      Become a TMCnet columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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