Right but how long do they retain any recordings and what percentage are reviewed for policy violation? And what if the employee calls from an unmonitored phone (personal) on their own time or even company time in order to increase their personal sales at the expense of company reputation, for example. It's not unheard of for sales staff to go off the reservation in order to better compete against hamstrung staff.

That's a matter of making sure that any sales representatives that might get ideas like these realize that such are capital offenses, as in: do this and you're out.

Which has happened. The Rossman incident shows that reps are fired for breaking rules regarding do not call and do not email and for having friends write false reviews.