Monitoring employee call logs has become a common practice in most companies lately. Companies are using different employee monitoring tools to track team performance and productivity.
Even before the pandemic, companies invested in employee tracking systems. A survey by Gartner found that in 2018, 30% of employees were comfortable when monitored by their employer, compared to only 10% in 2016.
Employees are comfortable when monitored if they are well-informed about how and when. Employees need transparency.
After the pandemic, working from home has become the new normal for corporates.
In such a scenario evaluating employees can build more trust. Many corporate designations include telecommuting jobs. With an increase in remote teams, there exists a demand for call tracking software.
Understanding Employee Monitoring Laws
Article 21 of the Indian Constitution grants everyone the basic right to privacy, but this right has limits. The law can restrict it to protect others' rights or to prevent illegal activities. As an employer, you have the legal right to track the location of company-owned tools or vehicles used by employees, as long as you, the owner of the equipment or vehicle, give approval for this monitoring.
This principle is the foundation for employee monitoring. When we speak about the workplace, employees cannot expect complete privacy. Company has the right to monitor their employees for many reasons, including protecting company data.
Also, employees who work with company-provided devices agree to use them primarily for business purposes. In such a scenario, the employer can monitor calling activities. Additionally, an employer can monitor their employees' activities and performance during dedicated business hours.
When you evaluate employee call logs, you must respect their privacy by setting ground rules. Most importantly, it would help to notify employees that you are monitoring their devices. You must also make them aware of what type of monitoring you are using and why. It is also advisable to make them understand how you'll store and use the data.
It is also vital for companies to thoroughly evaluate the call monitoring system they are using. As an organisation, you share your crucial data with companies that provide call-monitoring services. Thus, it becomes vital to understand their privacy policy.
For instance, Callyzer is a call monitoring software that ensures to protect your data by implementing reasonably stringent, internationally acceptable standards of technology, managerial security, technical security, operational security, and physical security to protect personally identifiable information from loss, misuse, disclosure, alteration, or destruction. The data resides behind a firewall, with access restricted to Callyzer-authorised personnel.
Callyzer provides a complete solution to monitor and evaluate employee call logs without hampering their privacy rights.
Is Employee Monitoring Legal In India?
Yes, employee monitoring is legal in India, but it comes with certain conditions and considerations. Indian law does not explicitly prohibit the monitoring of employees, but there are privacy concerns and regulations that companies must adhere to when implementing such practices.
Here are some key points to consider:
1. Consent: Employers should inform employees about the monitoring practices and obtain their consent, preferably in writing. Transparency is crucial, and employees should be aware of what is being monitored, why it is being monitored, and how the data will be used.
2. Purpose Limitation: The monitoring should be done for legitimate purposes, such as ensuring productivity, safeguarding company assets, or protecting sensitive information. The scope of monitoring should be limited to what is necessary to achieve these purposes.
3. Data Protection: The data collected through monitoring should be handled in accordance with applicable data protection laws. While India does not have a comprehensive data protection law yet, the proposed Personal Data Protection Bill, 2019, emphasizes the need for protecting personal data and respecting individuals' privacy.
4. Workplace Policies: Employers should have clear workplace policies that outline the extent and nature of monitoring. These policies should be communicated to all employees and should comply with existing labour laws and regulations.
5. Balancing Interests: Employers must balance their interests in monitoring with employees' right to privacy. Excessive or intrusive monitoring could lead to legal challenges and damage employee morale.
What Is The Ethical And Legal Method For Telesales Call Monitoring?
The ethical and legal method for telesales call monitoring involves transparency, consent, and purpose limitation.
Employers must inform telesales agents that their calls will be monitored, outlining the reasons for this practice, such as improving customer service, ensuring compliance with regulations, and enhancing sales strategies.
Consent should be obtained from employees, and customers should also be informed if their calls are being recorded. Monitoring should focus solely on work-related conversations, avoiding personal calls unless absolutely necessary, and the data collected should be securely stored and only accessible to authorized personnel.
Employers must comply with local laws, ensuring that both employees' and customers' rights are respected. Monitoring should be used as a tool for training and quality assurance, promoting a positive work environment rather than creating an atmosphere of surveillance.
For Instance, Callyzer is an effective solution for telesales call monitoring because it offers a comprehensive set of features that align with ethical and legal standards. It provides real-time reports, detailed calling history, and call recording synchronization, ensuring that all monitoring activities are documented and transparent.
The platform's insightful dashboard allows for easy tracking of sales calls, while the employee management features help in evaluating performance and providing targeted feedback.
Callyzer's data security measures ensure that all call recordings are stored securely, protecting both employee and customer privacy. By focusing on enhancing employee productivity and compliance, Callyzer supports a balanced approach to telesales call monitoring that benefits both the business and its employees.
Benefits of Employee Call Tracking & Monitoring
Irrespective of the nature of a business, call tracking software helps to provide insights into employee performance and productivity. Let's figure out how the call monitoring system benefits the company.
1. Call monitoring benefits for employees.
Monitoring employees can be a daunting thought for the team. But, it helps in boosting productivity and performance. Some of the many benefits that employees experience with call monitoring are:
- Increase in performance and work productivity.
- Achieve job satisfaction
- Can understand pain points better and can get immediate help from managers.
2. Call monitoring benefits for managers.
Managers are constantly making efforts to execute operations smoothly. They always ensure that employees are well-trained to deal with customers efficiently. Call monitoring software helps managers track the team's performance from a central cloud-based dashboard from any corner of the globe. Benefits that managers experience with call monitoring software:
- Identify consumer problems quickly.
- Identifying opportunities for employee improvement.
- Determining ways to improve call times.
- Get better insights into the response of any marketing campaigns.
- Prepare better training outlines and processes for employees.
3. Call monitoring benefits for the company.
Investing in a robust call monitoring system benefits the whole ecosystem of the organisation. Let's look at the company's advantages in monitoring employee call logs.
- Reduced employee turnover.
- Increase in sales.
- Reduced operating cost.
- Enhance customer service experience and loyalty.
Steps to Monitor Employee Calls using Callyzer
Callyzer is an efficient tool for monitoring employee calls. Callyzer enables you to track employee calls from a central dashboard with Callyzer mobile application. Callyzer is a user-friendly software; it just takes three steps to monitor employee calls.
Step 1: Install the Mobile Application on the Employee's Phone.
Download and install the Callyzer Biz application from the Play Store.
To download the application, Click:
Step 2: Synchronise Employee Phone Number with the Cloud
Callyzer Biz will ask for your basic details like Name, Mobile Number, Employee Code(Optional), and Device Connect Code. As you fill in the details, Callyzer will synchronise the employee's phone number with the cloud.
Step 3: Generate Accurate Reports
With a well-designed dashboard, Callyzer enables you to generate and explore multiple useful reports to monitor employee call logs and performance. Here is a glimpse of the Callyzer dashboard and a few reports to give you a better understanding.
Intuitive Dashboard
Callyzer provides an inbuilt cloud-based dashboard that you can access from anywhere worldwide to get detailed analytics. Following data, you can get on a daily, weekly, monthly, and yearly basis:
- Total number of Calls & Duration
- Incoming & Outgoing Calls
- Track Missed Calls & Rejected Calls
- Never Attended Calls by Employee
- Connected Calls
- Unique Clients
- Track Employee Working Hours
Deep Analysis & Statistics with Callyzer
Analyse all communication activities with summarised as well as detailed analysis and statistics. Following reports you get from detailed analysis and statistics:
- Monitor total call duration
- Monitor Call Duration Analysis
- Track which number has the highest total duration
- Also, track the most extended call duration.
- Know which number is Top Caller, Top Answered, and Top Dialer.
Call Recording Synchronisation
Callyzer allows you to synchronise call recording of an employee's device to a central cloud-based dashboard. You can easily view, listen and closely monitor each call recording. This feature helps you monitor employees' performance and train them to work better.
- Easy to view, download and listen to call recordings for a particular call log
- Keep the call recording an unlimited of times
- No additional cost for the call recording.
Takeaway
As per central and state governments, employers can legally monitor employee call logs during working hours and when employees work on company-provided devices. Although, it is essential to make employees aware of how you are monitoring them and the reason behind it. Also, it is crucial to understand in which call monitoring system you are investing. Call management software like Callyzer is a robust application that maintains privacy by providing high-level security.
Looking for Call Tracking Software? Contact us now for a free demo!
FAQs
Q: What is employee monitoring software?
A: Employee monitoring software is a tool used by employers to track and manage employee activity in the workplace. It can monitor computer usage, app usage, internet activity, and other performance metrics to help improve employee productivity and engagement.
Q: What are the types of employee monitoring?
A: The types of employee monitoring include computer monitoring, activity monitoring, app usage tracking, and keystroke logging. Each type provides different insights into employee performance and behavior in the workplace.
Q: What are the pros and cons of employee monitoring?
A: The pros of employee monitoring include improved productivity, better employee engagement, and enhanced security. The cons include the potential invasion of employee privacy, decreased morale, and the risk of employees feeling mistrusted.
Q: How can I start monitoring my employees effectively?
A: To start monitoring your employees effectively, choose the best employee monitoring software that fits your needs, clearly communicate the monitoring policies to your team, and ensure that the monitoring system complies with legal regulations regarding employee privacy.
Q: Is monitoring in the workplace legal?
A: Yes, monitoring in the workplace is generally legal, but it is subject to local laws and regulations. Employers should inform employees about monitoring practices and obtain consent where required.
Q: How does employee monitoring software affect employee privacy?
A: Employee monitoring software can impact employee privacy by collecting data on their work activities. Employers need to balance the need for monitoring with respect for employee privacy, ensuring that monitoring practices are transparent and justified.
Q: What is the best employee monitoring software for call centers?
A: The best employee monitoring software for call centers typically includes features like call logging, performance analytics, and real-time monitoring capabilities. Callyzer is the most recommended employee monitoring software for call centers.
Q: Can employee monitoring increase productivity?
A: Yes, employee monitoring can increase productivity by providing insights into employee activity, identifying areas for improvement, and encouraging accountability. However, it must be implemented thoughtfully to avoid negative impacts on morale.
Q: What are the cons of employee monitoring?
A: The cons of employee monitoring include potential breaches of trust, negative effects on employee morale, and the possibility of creating a stressful work environment. It's important for employers to weigh these cons against the benefits of monitoring.