National Contact Centre Telephone Recording Database Program

Privacy Impact Assessment

Introduction

The National Contact Centre Telephone Recording Database Program will assist in ensuring that the officers working in the National Contact Centre at Statistics Canada meet the Agency’s Standards of Service to the Public by permitting the efficient monitoring of calls with clients who use the 1-800 line maintained by the Agency. With the information such as how agents interact with clients and how well they are able to answers their inquiries, this will lead to improvement in the quality of data dissemination services provided to clients.

Objectives

A privacy impact assessment for the National Contact Centre Telephone Recording Database Program was conducted to determine if there were any privacy, confidentiality and security issues associated with the introduction of the system, and if so, to make recommendations for their resolution or mitigation. The scope of the assessment looks at privacy risk both in terms of clients and employees who work as agents in the National Call Centre.

Description

Prior to the development of this application, monitoring of client calls in the National Contact Centre for purposes of training and assessment of standards of service required supervisors listen to live incoming calls. This process was not only very time-consuming but there was a risk that personal, non-work calls received by an officer would be heard by the supervisor. To address these two issues, in particular privacy-related risk, the National Contact Centre developed a Telephone Recording Database Program. The system creates digital recordings in the form of “.wav” files of all incoming and outgoing calls from the ACD system (1-800 lines). To address the related privacy issues, measures have been put in place that clarify the use and retention of these recordings.

Conclusion

This assessment of the National Contact Centre Telephone Recording Database Program did not identify any privacy risks that cannot be managed by using new and existing safeguards and procedures.

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