Monitoring is a supervisory tool, not a tool for employee surveillance (CSE, 2006)." Employers have the right to record and review calls with clients or customers for quality control purposes, but are not supposed to record private calls. If the employer informs the employee that the calls will be recorded, then the recording of private calls is not considered unlawful...
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Otherwise, the employer must stop monitoring the call once it has been established that the call is personal. Employers can also restrict phones from dialing certain numbers, such as 900 numbers. Employers call also obtain a list of telephone numbers dialed, along with the length of each call. According to a Sixwise surveillance survey, 51 percent of employers monitored phone records (Sixwise, 2006)...
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