Quality Monitoring of Calls Inland Revenue is introducing quality monitoring into its five new call centres recently opened around the country. Quality monitoring is the ability to listen to and/or record both inbound and outbound calls. Inland Revenue is monitoring and/or recording calls to determine that the technical content of the information and the manner in which it is presented by the Customer Service Representatives meets the performance standards and expectations of the department. Inland Revenue is advising customers that telephone calls may be randomly selected for recording. Recordings are only kept until staff performance has been reviewed and are then destroyed. Recordings cannot be used for any purpose other than measurement of staff performance. Recordings are only available to the staff member that took the call, their team leader and our technical help desk staff. GEOFFREY FROST, Group Manager, Centralised Delivery, Inland Revenue.