Speech Technology - October 2008 - (Page 27) BY LEONARD KLIE LEGAL ISSUES ABOUND REGARDING NOTIFICATION AND PRIVACY WHEN CALL CENTERS MONITOR AND CAPTURE CUSTOMER CONTACTS I t’s something that has become so mundane when dealing with businesses over the phone that most consumers don’t even give it a second thought, but it’s also a lawsuit just waiting to happen. Just about every interaction with an automated interactive voice response (IVR) system or a live agent today begins with the same prerecorded consumer warning: This call may be monitored or recorded for quality assurance purposes. That would be fine if all the companies did was listen to the calls to make sure that agents were offering the best possible customer service, but as speech analytics technologies have expanded, “companies are using the recordings for much more than quality assurance,” warns Donna Fluss, president of DMG Consulting. And rightly so. All companies, she says, “should be doing 100 percent call recording to capture the most information. You can really find the trends. The information shared by customers is powerful. The insights are invaluable.” But recording calls for quality assurance is different than using them to glean customer information, Fluss says. “Lawyers could argue that the statement doesn’t apply and is deceiving.” And though there haven’t been any reported court cases filed by consumers around the issue, it’s not beyond the realm of possibility. “The U.S. is a very litigious society,” Fluss says. Expanded Prompts The simple answer to avoiding a potential trip to the courthouse would be for companies to change the verbiage in their initial IVR prompts to better reflect what is being done with the call recordings. But to do so could require an IVR prompt that would take a few minutes to recite. The new prompt may sound something like this: This call may be monitored or OCTOBER 2008 Speech Technology | 27
Table of Contents Feed for the Digital Edition of Speech Technology - October 2008 Speech Technology - October 2008 Contents Editor’s Letter Industry View Inside Outsourcing Interact Keynoter Highlights the Shrinking Technological World Former Hacker Tackles IVR and Biometrics ‘Press 1’ for Caller Thoughts Soundbytes Voice Vote A New Dragon Emerges Overheard/Underheard An Emotional Mess Emotional Intelligence The Case for Call Recording Unified in Care and Communications An Education in E-Learning Guest Column Standards Speech Solutions Voice Value Forward Thinking Speech Technology - October 2008 Speech Technology - October 2008 - Speech Technology - October 2008 (Page Cover1) Speech Technology - October 2008 - Speech Technology - October 2008 (Page Cover2) Speech Technology - October 2008 - Contents (Page 1) Speech Technology - October 2008 - Editor’s Letter (Page 2) Speech Technology - October 2008 - Editor’s Letter (Page 3) Speech Technology - October 2008 - Industry View (Page 4) Speech Technology - October 2008 - Industry View (Page 5) Speech Technology - October 2008 - Inside Outsourcing (Page 6) Speech Technology - October 2008 - Interact (Page 7) Speech Technology - October 2008 - Keynoter Highlights the Shrinking Technological World (Page 8) Speech Technology - October 2008 - ‘Press 1’ for Caller Thoughts (Page 9) Speech Technology - October 2008 - Soundbytes (Page 10) Speech Technology - October 2008 - Voice Vote (Page 11) Speech Technology - October 2008 - A New Dragon Emerges (Page 12) Speech Technology - October 2008 - Overheard/Underheard (Page 13) Speech Technology - October 2008 - An Emotional Mess (Page 14) Speech Technology - October 2008 - An Emotional Mess (Page 15) Speech Technology - October 2008 - An Emotional Mess (Page 16) Speech Technology - October 2008 - An Emotional Mess (Page 17) Speech Technology - October 2008 - An Emotional Mess (Page 18) Speech Technology - October 2008 - An Emotional Mess (Page 19) Speech Technology - October 2008 - Emotional Intelligence (Page 20) Speech Technology - October 2008 - Emotional Intelligence (Page 21) Speech Technology - October 2008 - Emotional Intelligence (Page 22) Speech Technology - October 2008 - Emotional Intelligence (Page 23) Speech Technology - October 2008 - Emotional Intelligence (Page 24) Speech Technology - October 2008 - Emotional Intelligence (Page 25) Speech Technology - October 2008 - The Case for Call Recording (Page 26) Speech Technology - October 2008 - The Case for Call Recording (Page 27) Speech Technology - October 2008 - The Case for Call Recording (Page 28) Speech Technology - October 2008 - The Case for Call Recording (Page 29) Speech Technology - October 2008 - The Case for Call Recording (Page 30) Speech Technology - October 2008 - The Case for Call Recording (Page 31) Speech Technology - October 2008 - The Case for Call Recording (Page 32) Speech Technology - October 2008 - The Case for Call Recording (Page 33) Speech Technology - October 2008 - Unified in Care and Communications (Page 34) Speech Technology - October 2008 - Unified in Care and Communications (Page 35) Speech Technology - October 2008 - An Education in E-Learning (Page 36) Speech Technology - October 2008 - An Education in E-Learning (Page 37) Speech Technology - October 2008 - Guest Column (Page 38) Speech Technology - October 2008 - Guest Column (Page 39) Speech Technology - October 2008 - Standards (Page 40) Speech Technology - October 2008 - Speech Solutions (Page 41) Speech Technology - October 2008 - Voice Value (Page 42) Speech Technology - October 2008 - Voice Value (Page 43) Speech Technology - October 2008 - Forward Thinking (Page 44) Speech Technology - October 2008 - Forward Thinking (Page Cover3) Speech Technology - October 2008 - Forward Thinking (Page Cover4)
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