Telephone Call Monitoring Software

Business calls made on office phones can be monitored.

If you've ever heard a recorded message that your telephone call is being recorded when speaking to a customer service representative over the telephone, you've experienced call monitoring software. Call monitoring software is used to record customer calls and monitor the staff handling them.

Function

Many customer service centers record calls to allow supervisors to listen to the interaction of staff with callers and devise systems to improve service Employers also use call monitoring software to track the amount of time spent on the phone, breaks between phone calls and to block calls to restricted numbers.

Laws

Federal law gives American business owners the right to monitor business-related phone calls made or received by employees on company phones. Businesses cannot monitor personal calls unless they are made using phones which have previously been designated for business calls only. The legality of recording private phone calls without consent varies from state-to-state.

Private Use

Telephone monitoring software can also be used in private settings to monitor personal phone calls. Some software applications also let people monitor the location of some mobile phones along with recording phone calls, text messages and photos sent and received.

References

• Privacy Rights Clearinghouse: Workplace Privacy and Employee Monitoring
• Bankrate.com: Workplace privacy? Forget it!
• TMCNet.com: Demystifying Call Monitoring for Emerging Businesses
• Softpedia: Mobile Spy App Available for iPhone 4, Requires Jailbreak
• RCFP.org: Can We Tape?

Resources

• Electronic Privacy Information Center: Workplace Privacy