Concerned for a friend

Seesaw29

Hi all

I need some advice for a friend as i feel she is being singled out by an employer and im not sure their practices are in order.

She works for a very big finance name and within her department she is the only one with her phone line recorded, she has been told not all lines need to be recorded as operators make notes on their systems.

But this isnt the only issue, she takes card payments on a daily basis and recently had a call played back to her when she took a payment, I myself am not knowledgable on this but i was under the impression companies are no longer allowed to keep this type of sensitive data after the payment is taken? As i understood it this is why a lot of companies use automated systems now?

I have googled and googled and cannot get a definitive answer, the infomation ive found is the PCI DSS (Payment Card Industry Data Security Standard) but im not sure if these are just guidelines or actual regulations.

Any contributions would be greatly appreciated

J

marybelle01

Why did the employer play back the call to her? Because surely that suggests the employer thinks there is something wrong? Is there something more to this than you have said?

dseventy

Seesaw29 wrote: »

But this isnt the only issue, she takes card payments on a daily basis and recently had a call played back to her when she took a payment, I myself am not knowledgable on this but i was under the impression companies are no longer allowed to keep this type of sensitive data after the payment is taken? As i understood it this is why a lot of companies use automated systems now?

You only state "finance" industry but recording calls IS the industry standard.

When you ring insurance (to buy polcies) or your phone banking (where you input your acc/sort code) most if not all of these calls are recorded.

As long as the person is aware the call is recorded (usually recorded message) and it is stored in accordance with laws, then its no problem.

If your "friend" is being recorded and others are not, I suggest there is an issue there, probably not one your "friend" is telling you about, hence you are not getting the full story.

D70

mynameistallulah

Seesaw29 wrote: »

She works for a very big finance name and within her department she is the only one with her phone line recorded, she has been told not all lines need to be recorded as operators make notes on their systems.

I don't believe this for a second. Large finance organisations record everyone as standard. Are you sure that it is not the case that she is being monitored, as opposed to being the only one being recorded?

Seesaw29

She is the only one with her line recorded, the reason for the playback was due to a 'complaint' and subsequent 'feedback'.

The only information i have ommited is that fact she has a serious illness and since returning has had regular hospital appointments. Since last May her line has been recorded and she is the only one with her line recorded in a team of 6. Geez theres a lot of cynical people here eh

ohreally

Seesaw29 wrote: »

Geez theres a lot of cynical people here eh

Would you prefer naivety to cynicism?

mynameistallulah

Seesaw29 wrote: »

She is the only one with her line recorded, the reason for the playback was due to a 'complaint' and subsequent 'feedback'.

The only information i have ommited is that fact she has a serious illness and since returning has had regular hospital appointments. Since last May her line has been recorded and she is the only one with her line recorded in a team of 6. Geez theres a lot of cynical people here eh

Not cynical, just real. Banks/ insurers etc record all calls as standard - either you are not getting the whole story, or the organisation is not a "very big finance name".

Googlewhacker

How does she know the others aren't being monitored and that just no one else has made an error yet?

marybelle01

Seesaw29 wrote: »

She is the only one with her line recorded, the reason for the playback was due to a 'complaint' and subsequent 'feedback'.

The only information i have ommited is that fact she has a serious illness and since returning has had regular hospital appointments. Since last May her line has been recorded and she is the only one with her line recorded in a team of 6. Geez theres a lot of cynical people here eh

There is nothing cynical about stating the obvious! There was not a "complaint" - there was a complaint, and the purpose of recording such calls is to evidence whether or not there is cause for complaint or not. It protects customers and employees. Generally when a complaint is made a recording is reviewed by a manager. "Feedback" generally implies that they found something to "feedback" about.

There may be something unfair going on here - but are you quite sure that you aren't being "cynical" enough? If everyone is doing the same job and taking payments etc., then I find it hard to believe that only one line is being momitored because it leaves the employer wide open to allegations against them and / or their employees.

dseventy

Recording a call to assess someones performance after a complaint is reasonable. The fact she may or not be the only one is irrelavant.

D70

Seesaw29

I appreciate what everyone has said, by law though a company is not required to record all calls. (this is a fact) The name of the employer is a house hold name in top 20 brands names in the world.

I am a very cynical person myself which is why i am questioning this, i have known her 20 years and she is very softly spoken and honest, the very fact that a complaint was made is suprising indeed.

The way i see is that due to her illness they are trying to force her out of the company by scrutinising her in every way possible. I have suggested she bring it to the attention of HR but this is easier said than done!