Gigaleads Policy Call Recording

Introduction

Gigaleads has a phone system that records all phone conversations. Like many other organizations, this is a standard practice allowing phone conversations to be recorded for quality monitoring, training, compliance, and security purposes.

All phone conversations to and from Gigaleads are recorded and retained for 30 days. These recordings are only used for the purposes specified in this policy.

Purpose of this Call Recording Policy

To maintain high standards and protect the public and staff, we must record and retain all incoming phone conversations to the practice for a limited period.

Scope of the Policy

All calls to Gigaleads are recorded. Under normal circumstances, a conversation is not accessed or monitored unless:

It is necessary to investigate a complaint.

It is part of a management ‘sample’ to check compliance with customer service standards.

There is a threat to the health and safety of staff or visitors or for the prevention or detection of crimes.

It is necessary to monitor compliance with legal procedures.

It aids in call handling standards through training and coaching of our staff.

Information Collection

Personal data collected during recording activities will be processed fairly and lawfully in accordance with the General Data Protection Regulations (GDPR). They will:

Be adequate, relevant, and not excessive.

Only be used for the purposes stated in this policy and not for other purposes.

Only be accessible to managerial staff.

Be treated confidentially.

Data will only be accessible to authorized personnel.

Be securely stored.

Not be retained longer than necessary and securely destroyed once the issue(s) in question is(are) resolved.

Transfer of Data outside the Practice

In the event that a recording needs to be transferred outside the practice, it will be processed in accordance with the GDPR.

Informing Callers that Conversations are Monitored/Recorded

Where recording facilities are utilized, we will inform the caller that their conversation is being monitored/recorded for quality/training purposes. This gives them the option to consent by continuing with the conversation or hanging up.

During phone consultations, staff must inform the customer that their conversation is being recorded.