HDI Member Discussion Room / HDI Discussion Rooms / Legal & Human Resources Questions, Problems,Issues & Support Ethics

Question about call recording

Admin — Tue, 29 Jan 2008 15:25:50 GMT

Hi. We will be implementing a call recording program for our support desk. This support desks is for external customers. We do not intend to record every call. We will record random ones for coachng and the agents will also have the ability to "turn on" call recording before or during a call.

We will have a message for incoming calls alerting the caller that the conversation may be recorded. How do companies handle notification for outgoing calls? I can see a scenario where an agent may return a call to a customer, then push the record button.

I'd love to hear from folks that have figured out the best way to address this.

Thanks.

User identification for password reset

Admin — Tue, 29 Jan 2008 15:25:50 GMT

Our company is upgrading our challenge and response system, which as the name implies, is a question and answer that the user provides to verify their identity.

The old system we allowed the users to create their own questions and answers, and with the new system we will comprise a list of 10 -15 predetermined questions that the user will have to answer. These questions will have to be ones where the answer can't change. We have current users saying what's my wifes name and they've divorced, remarried and not updated their profile. So avoiding those situations.

The question I have for people is, in your experiences has anyone dealt with similar implementations and are there any questions that you might be able to share that might help us build a comprehensive list?

Thanks for any advice or ideas

Agent job description

Admin — Tue, 29 Jan 2008 15:25:50 GMT

I'm drafting a job description for a Service Desk Agent (call taker, also does user admin setups). I'd appreciate any examples.

Thanks,

Kelly

Fair Labor Standards Act of 1938 (Revised)

Admin — Tue, 29 Jan 2008 15:25:50 GMT

If you are responsible for managing exempt and nonexempt staff, you & your HR department need to practice some due diligence & become very familiar with the changes to the FLSA of 1938. They were revised by the Feds last August (2004) and they are complex.

They deal with who is paid OT & who is exempt from OT pay.

HDI has just released a White Paper on the FLSA. It can be found in the Publication/Research section.

WE ADVISE & ENCOURAGE YOU IN THE STRONGEST POSSIBLE TERMS TO UNDERSTAND IF YOU ORGANIZATION WILL BE IMPACTED BY THE CHANGES TO THE FLSA!! THE WHITE PAPER SHOULD ALSO BE SHARED WITH YOU COLLEAGUES IN HR.