3rd Party Remote Call Monitoring Feature

In the business world, 3rd party remote call monitoring is quite the asset. This is why a recent court ruling is a rather big boon for a company known as CashCall. Late last month, a California appellate court upheld an earlier ruling that decertified a class action lawsuit that was alleging CashCall had engaged in improper monitoring of the company’s telephone calls with customers. The case will likely serve as a kind of model for other lawsuits in the state of California that are going to be coming.

The case, Kight v. CashCall Inc., saw Kight alleging that CashCall had actually monitored a number of different calls with consumers without “the consent of all parties.” While the case had originally been certified by the first court, the appellate court is now ruling that whether there is a reasonable expectation that no one is secretly listening to a phone conversation depends on “numerous specific factors.”

After that particular ruling, CashCall almost immediately moved to have the suit decertified. This is a big move for companies like CashCall, because most of these firms will claim that they rely on call monitoring in order to have a successful business. By engaging in the kind of technology that call monitoring uses, managers are able to monitor their employees and make sure they are giving the best customer service they can possibly obtain.

The lawsuits against this kind of practice tend to have a chilling effect on the technology that is used for call monitoring as well as call centers and other firms that tend to lean on these solutions. CashCall’s victory in this case could actually put a bit of a chill factor on those who are thinking about engaging in these kinds of lawsuits. At the very least, the court has made it harder to get a case like this certified.