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Telephone Monitoring Acknowledgement and Agreement

Our goal is to be the best service provider in the communities that we serve. This requires ongoing training
and performance evaluation. An important part of our customer service strategy is our telephone
monitoring and recording tactics. Monitoring is a vital part of our policy to assure the highest quality in
our interactions with customer and non-customers alike, as well as to ensure that our service strategy is
successful. Monitoring enables leaders (Vice Presidents, Directors, Managers, Supervisors, Development
Specialists, Sales Performance Specialists, and Trainers) to keep close to customer issues, and to help our
employees be as successful as they can be.

To ensure that we have the highest quality customer service, yet maintain our employees’ right to personal
privacy, we adopt and maintain the following controls that are consistent with the Employee Handbook:

1. Customer interactions will be monitored and recorded on a random basis, but only on designated
business lines. Vice Presidents, Directors, Managers, Supervisors, Development Specialists, Sales
Performance Specialists, and Trainers will periodically listen to telephone calls, for the sole
purpose of evaluating performance as a Customer Account Executive and there is no intent on the
part of Comcast to violate constitutional rights to privacy. Recorded calls may also be used in
training environments with the representatives’ name deleted from the call. Employees will be
notified prior to their interactions being used in this type of environment. Recorded calls used for
training purposes will be used to reinforce positive behavior that can be modeled by employees in
training.

2. Personal calls may not be made on monitored lines. Specific telephone lines will be designated
for personal calls and these lines will not be monitored or recorded.

3. Should a personal conversation occur on a monitored line, the leader (Vice President, Director,
Manager, Supervisors, Development Specialist, Sales Performance Specialist, and Trainer) will
stop monitoring the conversation after he or she is able to determine that the call is personal in
nature. While the call will not be monitored the leader (Vice President, Director, Manager,
Supervisors, Development Specialist, Sales Performance Specialist or Trainer) will address this as
a performance issue.

I _______________________________understand and acknowledge that the company may monitor my


telephone calls consistent with this document and the Employee Handbook.

Employee Date

Supervisor Date

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