Contact centre privacy notice for call recording
Which calls does this refer to?
This includes most incoming and outgoing telephone calls that are handled by Surrey County Council's Customer Services Contact Centre, except for calls transferred to a service or external organisation where a payment may be taken or where it is otherwise inappropriate for recording to continue once the call is transferred (recording automatically terminated on transfer).
Why are calls recorded?
Recording customer conversations allows organisations to assess customer satisfaction, train and develop staff, review call quality, and have access to a verbal record of what is said in the event of a subsequent complaint. It also means employees feel more protected knowing that any threatening behaviour can be evidenced and acted upon where necessary.
How will call recordings be used?
- Quality monitoring – Written records only provide partial information. A call recording provides a more rounded view and allows us to better understand customer experience and assess the processes applied. This can help us identify any improvement areas.
- Training and Development – Listening to a sample number of calls, allows managers to identify training needs.
- Gaining a better understanding of our customers – Listening to sample calls will help us better understand our customer needs.
- Complaints and disputes – Some calls are verbally resolved. Where information is entered onto an electronic system this becomes the established record. In the event of a complaint or dispute, a call recording (if available), may provide additional information to help us investigate any allegations.
- Employee safety and wellbeing – A recording may become a vital piece of evidence in the event of any threats being made to the organisation or an individual.
How have we informed our customers that we record calls?
Customers who ring Surrey County Council's Contact Centre hear a message that directs them to further information about privacy, including our policy on recorded calls.
When staff call residents, they advise them that their call is being recorded and obtain permission to proceed.
How do we protect our customer's information?
Our data handling guarantee outlines the good principles for handling customer data that we follow and ensures information is accurate and reliable.
Information about the security of information held in call recordings
Our telephony provider has provided assurances regarding the security of the recorded data within their Cloud environment, for the period it is held. Call recordings are retained for 62 days after which they are deleted.
Can I request a copy of my call recording?
Call recordings are destroyed after two months. If the recording is available, you can request a copy of your conversation by making a subject access request for access. This will be provided to you in accordance with the terms of the Data Protection Act 2018 and guidance from the Information Commissioner's Office. More details about making a request can be found on our data protection page.
