Telephone Recording Policy
Call Recording Overview Purposes
In the course of its activities, Oxford Learning College will collect, store and process personal data, including the recording of all telephone calls, and it recognises that the correct and lawful treatment of this data will maintain confidence in the organisation and will provide for successful business operations.
The purpose of call recording is to provide an exact record of the call which can:
- Help identify staff training needs;
- Help improve staff performance;
- Help protect staff from abusive or nuisance calls;
- Establish the facts in the event of a complaint either by a customer or a member of staff and so assist in resolving it;
- Assist in quality control to identify any issues in processes, with a view to improving them.
Call recording may also be used as evidence in the event that an employee’s telephone conduct is deemed unacceptable. In this situation the recording will be made available to the employee as part of a training session, or if seriously in breach of the Company’s policies and procedures, it will be used as part of the Company’s Disciplinary policy.
Oxford Learning College will record telephone conversations from its central telephone system.
Communicating that calls will be recorded
Communicating the Call Recording System, Oxford Learning College will make every reasonable effort to communicate that calls will be recorded. This will be done by:
- Publishing this policy on the Company’s website, oxfordcollege.ac;
- Notifying all staff of the policy;
- Informing all callers in the first instance via a recorded announcement for Incoming calls. This announcement confirms calls are recorded for training and quality purposes.
Procedures to prevent the recording of sensitive data
It is our responsibility to protect credit card data.
- Credit card information must be taken from a client either over the phone or via the secure enrolment function on the College website only.
- Sensitive data must not be obtained before the caller is informed of the reason for request and the caller has consented with providing such information.
- Credit Care information must not be accepted by email, chat etc.
- Employees must not disclose sensitive data of self or others (without prior permission) via the telephone.
Browsing of telephone calls
The browsing of recordings for no valid reason is not permitted.
The General Data Protection Act allows persons access to information that we hold about them. This includes recorded telephone calls. Therefore, the recordings will be stored in such a way to enable the Data Protection Officer(DPO) and the Data Protection Controller(DPC) to retrieve information relating to one or more individuals as easily as possible.
- Requests for copies of telephone conversations made as Subject Access Requests under the Act must be notified in writing to the DPO, firstname.lastname@example.org, the DPC or another person authorised by the DPO or DPC.
- Subject to assessment, the DPO/DPC will request the call recording and arrange for the individual concerned to have access to hear the recording.
- In the case of a request from an external body in connection with the detection or prevention of crime e.g. the Police, the request should be forwarded to the DPO who will complete the request for a call recording.
- Requests for copies of telephone conversations as part of staff disciplinary processes will only be released with the written agreement of the DPO/DPC.
Storage of calls
Recordings of calls will be stored electronically in a secure environment.
Infringement of this Policy
Infringement of this Policy could expose the Company to data breaches and subsequent fines or substantial compensation.
Any infringement of this Policy is a serious offence and may result in disciplinary or legal action.
In the event that any member of staff feels he/she has accidentally breached this policy they must inform the DPO immediately.