CALL RECORDING POLICY
Privacy notice for call recording
Which calls does this refer to?
This includes most incoming and outgoing telephone calls that are handled by TipTop Group and its subsidiaries, with the exception of calls where payment is taken.
Why are calls recorded?
It has become common practice to record calls due to the growth of business conducted by telephone. 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.
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.
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?
This privacy notice is published on the website.
Customers who ring TipTop Group Ltd or its subsidiaries hear the following message:
"Your call may be recorded for training and monitoring purposes."
How do we protect our customer's information?
Information about the security of information held in call recordings
Call data and recordings are stored in BT Wholesale data centres. All recorded calls are encrypted and marked with a digital fingerprint. The encryption algorithm used is AES-256. Encryption is applied at call termination prior to writing the call to online storage.