Telephone Usage Policy

Diane Messick

I need to create a policy for my Customer Service Department that states the company reserves the right to moniter telephone calls for quality assurance.

Does anyone have anything on this??
Please help!!

jimlegal

Many states have enacted "wiretape laws" that may make it illegal to eavesdrop on employee telephone calls. I would check out the State & Federal "wiretape" laws prior to creating a policy. Further, I would ensure that all employees knew that they had NO expectation of privacy during telephone calls. You must be mindful of invasion of privacy. If I were creating the telephone policy I would be sure to cover all phone usage such as cell phones at work, where the employee uses their personal cell phone to receive calls disrupting the work flow, cell phones in vehicles and long distant telephone usage to mention a few. You need to consider all telephone usage at this time, for it is easier to put together one policy that covers these issues, than to try to amend or change a policy after it is out. Just my two cents....