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In general, if you or your company own the phones, you have the right to monitor the calls of employees who use those phones.

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But some states, such as California, require that all parties are privy to the fact that you are monitoring them. And federal law, which affects all states, requires employers to stop listening to the call if either party starts talking about personal rather than business matters.


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Write a policy explaining the company's stand on phone monitoring. You may require legal counsel to craft a policy that is appropriate to your state and county. Send the policy out to your employees and ask for a written acknowledgement showing that they've received the policy.

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This may protect you if monitoring phone calls becomes the focus of a legal issue. Identify companies that specialize in landline phone monitoring equipment and accompanying software. These companies typically cater to businesses that monitor phones for training purposes and improve customer service.

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Alternatively, hire an outside evaluator to monitor phone calls and give you a report after monitoring. Mystery callers can also test your staff on the phone. Aaron Charles began writing about "pragmatic art" in for an online arts journal based in Minneapolis, Minn.

After working for telecom giant Comcast and traveling to Oregon, he's written business and technology articles for both online and print publications, including Salon. Code 18, Chapter Legal methods include the use of software and hardware designed specifically to monitor employee phone calls. Whether it's for training, improving customer service or determining if employees are abusing their phone privileges, take simple actions to successfully and legally monitor your business' landline phones. Know the laws about monitoring phone calls affecting your state.

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In general, if you or your company own the phones, you have the right to monitor the calls of employees who use those phones. But some states, such as California, require that all parties are privy to the fact that you are monitoring them. And federal law, which affects all states, requires employers to stop listening to the call if either party starts talking about personal rather than business matters. Write a policy explaining the company's stand on phone monitoring. You may require legal counsel to craft a policy that is appropriate to your state and county.

Send the policy out to your employees and ask for a written acknowledgement showing that they've received the policy.

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This may protect you if monitoring phone calls becomes the focus of a legal issue. Identify companies that specialize in landline phone monitoring equipment and accompanying software. These companies typically cater to businesses that monitor phones for training purposes and improve customer service.


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