CallCenterWorld 2011: Privacy And Quality Monitoring Schedule

The proposed law regulating the protection of employees data, assuming increasingly almato informed of the employment protection act and almato infoCENTER Tubingen, February 17, 2011 emerging in the run-up to this year’s CallCenterWorld as one of the dominant themes. Gain insight and clarity with Viktor Mayer-Schönberger. Therefore the almato GmbH from February 22 to 24 in the leading European fair of the call center industry presents the software solution almato infoCENTER, through which the legal requirements is already implemented. Also, experts for quality monitoring customer service provide information about the status of the legislation and the potential impact that could bring the employees data protection act for the call center industry with. Gaps in legislation should be signed with the planned law, to increase the legal certainty for workers and employers. For the call center industry, in particular the new section 32i Federal Data Protection Act is significant have. The quality monitoring, so measures for the acquisition, evaluation and improve the performance of call center agents through call records, will be in it for the first time regulated. The regulations expected will complicate quality monitoring at least in contact centers, related systems do not have the necessary flexibility to implement the new requirements”, explains Markus Eckhoff, head of service and consulting of almato GmbH. the law will allow expected to only the random recording of conversations for the purpose of performance or behavior control.

The employee must in advance will be informed in an appropriate manner over the recording period and after a recent recording get the note, that the last conversation is recorded. The Bill does not demand an individual consent of an employee, however,.” With almato infoCENTER, the Tubingen company at Call Center World presents a solution that the central requirements of the Workers Protection Act already complies with the quality monitoring. Random records can be implemented easily by a purely selective recording approach. Also the call will receive a note center agents always once a recording schedule is active. If a conversation is recorded, the system immediately notifies the agent on the screen. Optional also can be given the agents, to delete a record or to release. With almato infoCENTER call center can look forward to operator admitted the new rules at least from the technological point of view.

Nevertheless, the Works Council will still have a co-determination right as the quality monitoring is actually implemented in practice. “In particular the filling indeterminate legal concepts like E.g. random” future, become the subject of the negotiations on an agreement. Here experience and tact remain in demand”reported Markus Eckhoff. Exciting are the details of the employment data protection Act mainly for the banking and securities trading, where the recording of calls in many cases is essential. “So either way it’s however advisable in a timely manner to the changes expected to prepare technologically, organizationally and strategically for companies in all industries.” About almato: Almato GmbH offers innovative solutions, the customer service center is put in a position to achieve optimum results from every single customer contact. The focus of business activities is the distribution and the demonstrably successful implementation of software solutions for real time interaction management, quality monitoring, pure voice recording, e-learning and customer satisfaction survey with integrated analysis and reporting tools. While almato acts as a full service provider. Contact: almato GmbH Thomas Geiling Wohrdstrasse 5 72072 Tubingen eMail: phone: + 49 (7071) 79569-0