Compliance
Recording, monitoring and the law
Recording consent, biometric templates, employee monitoring obligations, retention, and the measured accuracy disparities that make automated scoring an employment matter.
Reference
Recording rules differ by jurisdiction, by party and by purpose. A single global recording policy will be wrong somewhere, and the exposure is real.
Reference
Voice authentication creates a biometric identifier, which is regulated more strictly than a recording. Several statutes carry private rights of action.
Reference
Monitoring Agents: The Employment Dimension
Continuous analysis of employee speech is employee monitoring, which in many jurisdictions carries notification, consultation and proportionality obligations.
Procedure
Retention: Recordings, Transcripts and Indexes
Deleting a recording deletes one copy. The transcript, the analytics index, the summary and the backup are separate objects and they are usually forgotten.
Analysis
Bias in Automated Quality Scoring
Automated scoring inherits the speech recognition accuracy gap, so it can be systematically harsher toward some agents. Measure it.
Checklist
Agents will find out what the system does. Telling them first is a legal requirement in several jurisdictions and an operational advantage everywhere.
Checklist
Vendor Due Diligence on Your Recordings
Your recordings leave your estate. Where they go, who hears them, how long they stay and whether they train models are contract questions.
7 notes in this section