Green Light for Anonymous Recording of Conversations Between Call Centres and Customers

Contents

• Right to Record Conversations
• Practical Effects
• Limits under Italian Law

Right to Record Conversations

The Minister of Labour has recently stated that as long as certain conditions are observed, the recording of phone conversations between call centre employees and customers does not constitute a form of remote monitoring as prohibited under Article 4 of the Statute of Employees (Law 300/1970) and Article 114 of the Privacy Code (Legislative Decree 196/2003).

The question raised with the Minister by Confindustria, Italy's main trade association for manufacturing and services companies, focused on the applicability of the remote monitoring prohibition under Article 4 of the Statute of Employees to a system for recording telephone conversations between call centre employees and customers in order to monitor the quality of customer service being provided.