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People Source Consulting Ltd Telephone Recording Policy

You are here:  Call Recording Policy

Introduction
 
People Source Consulting Ltd has a telephone system that is capable of recording conversations. Like many other organisations, this is a standard practice that allows the recording of telephone calls for quality monitoring, training, compliance and security purposes.
 
Calls received may be recorded by People Source Consulting Ltd and will be retained for a period of six months. External calls made by employees of the business may be recorded by People Source Consulting Ltd. These recordings will only be used for the purposes specified in this policy.
 
We shall ensure that the use of these recordings is fair and that we comply with the requirements of the relevant legislation. This includes: 
 
The Regulation of Investigatory Powers Act 2000;
The Telecommunications (Lawful Business Practice) (Interception of Communications Regulations) 2000;
The Telecommunications (Data Protection and Privacy) Regulations 1999;
The Data Protection Act 1998; and
The Human Rights Act 1998.
 
Scope of policy
 
Calls received may be recorded by People Source Consulting Ltd. External calls made by employees of the business may be recorded by People Source Consulting Ltd. Under normal circumstances a call will not be retrieved or monitored unless: 
 
It is necessary to investigate a complaint;
It is part of a management 'spot check' that customer service standards are being met;
There is a threat to the health and safety of staff or visitors or for the prevention or detection of crime;
It is necessary to check compliance with regulatory procedures; or
It will aid standards in call handling through use in training and coaching our staff. However, this will only be permitted if the recording is edited so that the caller remains anonymous and the member of staff who was party to the call agrees to its being used in this way. 
 
If it becomes clear that a communication is private or the person making the call says that they do not wish to have their call recorded, the call recording will be stopped.
 
Collecting information
 
Personal data collected in the course of recording activities will be processed fairly and lawfully in accordance with the Data Protection Act 1998. It will be: 
Adequate, relevant and not excessive;
Used for the purpose(s) stated in this policy only and not used for any other purposes;
Accessible only to managerial staff after securing permission from the Head of Secretariat;
Treated confidentially;
Stored securely; and 
Not kept for longer than necessary and will be securely destroyed once the issue(s) in question have been resolved.