Civil Litigation,
Appellate Practice
Jan. 29, 2015
The line between wiretapping and quality assurance
Since at least the 1940s, companies have monitored telephone calls between their customers and customer-service employees. So why are some of them being targeted by class actions now?
Donald M. Falk
Partner
Schaerr Jaffe LLP
Phone: (415) 562-4942
Fax: (650) 331-4530
Email: dfalk@schaerr-jaffe.com
UC Berkeley Boalt Hall
Donald is a partner in the firm's Supreme Court and appellate practice. He is based in Palo Alto.
James F. Tierney III
Welebir Tierney
2068 Orange Tree Lane
Redlands , CA 92374
Email: jft@wtw-law.com
Since at least the 1940s, companies have monitored telephone calls between their customers and customer-service employees. This familiar practice, sometimes known as "service-observing," helps ensure that employees are adequately trained and that customers are adequately served. Many companies announce the practice to every customer who calls in, usually through a recorded message interposed before a live person answers the call. Yet other companies let calls go straight through without ...
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