Call Recording Policy Purpose: This policy outlines the procedures for recording telephone calls at Elevation People Solutions. It ensures that recordings are used appropriately, securely, and in compliance with data protection laws. Call Recording Objectives: Recordings may be used to: - Ensure quality and consistency in service delivery - Support staff training and coaching - Verify discussions in case of complaints or disputes - Protect staff from abusive behavior - Confirm customer agreements - Support internal investigations or legal matters. Recording and Storage: Inbound and outbound landline calls may be recorded using Devyce. Recordings are encrypted. Call transcripts are created and stored within the business CRM. Access Control: Access is limited to relevant parties based on GDPR principles. Callers and recipients may request recordings for the purposes listed above. Employees must obtain approval from a director. To access recordings when required, with requests submitted in writing. Data Subject Rights: Individuals can request call recordings under an Access Request. Requests must include the call’s date, time, and contact details and be sent to [email protected] Misuse: Unauthorized access or use of recordings is strictly prohibited and may result in disciplinary action. Notification: Call recording is communicated through: - Privacy statements on the applicant portal - Recorded messages via auto attendant - Reminders in the event of abusive behaviour.
Disclaimer: This policy serves as a guideline and does not constitute legal advice. Elevation People Solutions assumes no legal liability from its use. Signed: Jamie Lawrence