Can employers monitor phone calls?

It is not usually proportionate to monitor all telephone calls. But monitoring business calls may be lawful if this is necessary to the employer’s business needs — for example, to have a record of advice given — or for training or quality control purposes. This is common practice in call centres.

Employers must use the least intrusive method of monitoring. An employer would be expected to consider whether an alternative — such as an itemised call log — would be sufficient to achieve their purpose before considering listening to, or recording, calls.

Any recordings must be made strictly for the purpose given and kept no longer than is necessary. Workers must be informed in advance that their calls will be monitored other than in exceptional circumstances — see the rules on covert monitoring on page 42. This should be included in a privacy notice or equivalent, and in any employment handbook, code of conduct and/or guidance. Employers should ensure workers understand the purpose and extent of any monitoring.

The person on the other end of the call should also be made aware if calls are monitored or recorded.