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Originally Posted by Russ B
It's not illegal if you don't plan to play the recording to any third party.
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It is illegal because your storing audio data on people without their prior permission, this is why call trees holding advises this and terms and conditions so they customers are made aware before the call its self commences.
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6. Personal data shall be processed in accordance with the rights of data subjects under this Act.
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The person has the right for you NOT to store any data on them if they wish.
Therefore unless the person agrees to having them selves recorded then they cannot be recorded.
With call centres the recording isnt for direct benefit of the customers other than for training purposes to randomly record members a month (each rep gets monitored once a month without their knowledge but forms part of their contract at work (so the rep is expecting it will happen as part of the terms of their employment) this is to find out if people are giving a good service and when it is feed back to them if they did bad they cannot argue it if its recorded.
The data is kept with DPA principles and is discardged off by taping over the call with the next reps calls once the rep has received his or her feedback. the customer its self agrees to this on taking on the services on terms and conditions and may hear a prompt message whilst on hold (depending on the hold time) most centres try to have calls answered within 30 seconds
To find out more visit the opsi
www.opsi.gov.uk/acts/acts1998/19980029.htm