Tales From The Cube - Episode 23-017 - Quality Part 1

Quality starts with the recording of a call. Every time you dial into or get a call from a call center, you should know at one point, the call may be recorded for quality and training. Specific laws in the US and Canada govern how calls are to be recorded. Canada has PIPEDA, The Personal Information Protection and Electronic Documents Act (PIPEDA), and in the US, each state has its own rules regarding the concept of call recording. The first step in the quality process is the recording. In this episode, I explain how this is to be set up and what the rules are. Here are some resources you can look at to help you understand how recording calls works in Canada and the US. PIPEDA https://www.priv.gc.ca/en/privacy-topics/privacy-laws-in-canada/the-personal-information-protection-and-electronic-documents-act-pipeda/ Enzuzo.com Penalties for Noncompliance With PIPEDA & How Its Enforced Osman Husain 2/12/23 https://www.enzuzo.com/blog/pipeda-penalties-enforcement#:~:text=At%20this%20time%2C%20businesses%20and,is%20aggressive%20in%20its%20investigations. Mindsight This Call May Be Monitored Or Recorded – Legal Or Not? October 2, 2018, by Siobhan Climer https://gomindsight.com/insights/blog/this-call-may-be-monitored-or-recorded-legal/