{"id":18410,"date":"2022-08-17T15:34:32","date_gmt":"2022-08-17T05:34:32","guid":{"rendered":"https:\/\/totalsynergy.com\/?page_id=18410"},"modified":"2022-08-17T16:12:05","modified_gmt":"2022-08-17T06:12:05","slug":"call-recording-policy","status":"publish","type":"page","link":"https:\/\/totalsynergy.com\/call-recording-policy\/","title":{"rendered":"Call Recording Policy"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"18410\" class=\"elementor elementor-18410\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a4d81ba elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"a4d81ba\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-db011c5\" data-id=\"db011c5\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4c7b1ae elementor-widget elementor-widget-heading\" data-id=\"4c7b1ae\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Call Recording Policy<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-07c149e elementor-widget elementor-widget-text-editor\" data-id=\"07c149e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h3><strong>Purpose of this policy\u00a0<\/strong><\/h3><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Provide guidance to Total Synergy employees, partners and customer<\/span><span data-contrast=\"auto\">s<\/span><span data-contrast=\"auto\">\u00a0on the purpose of recording incoming and outgoing<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">calls to Total Synergy<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">To govern the procedures and management of access and use of telephone recordings<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">To support effective training and delivery of our staff<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">To enable Total Synergy to deal efficiently with internal or external complaint<\/span><span data-contrast=\"auto\">s<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true}\">\u00a0<\/span><\/li><\/ul><h3><strong>Policy\u00a0summary<\/strong>\u00a0\u00a0<\/h3><p><span data-contrast=\"auto\">This\u00a0<\/span><span data-contrast=\"auto\">p<\/span><span data-contrast=\"auto\">olicy details Total Synergy\u2019s approach to the recording of calls within the Sales, Customer Success and<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">Accounts\/Billing functions globally. It covers notification to customers and staff, customer requests not to have calls recorded, outlines the<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">reasons that recordings can be accessed, and what measures are in place to ensure records are securely stored to ensure privacy is<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">maintained.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><h3><strong>Notification to customers\u00a0<\/strong><\/h3><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Total Synergy will advise customers via the Integrated Voice Recording (IVR) that calls are recorded in the following manner<\/span><span data-contrast=\"auto\">:<\/span><\/li><\/ul><ul><li data-leveltext=\"o\" data-font=\"Courier New\" data-listid=\"2\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"2\"><span data-contrast=\"auto\">A message on the phone system that they will hear before they reach a Total Synergy employee stating<\/span><span data-contrast=\"auto\">\u00a0\u2014<\/span><span data-contrast=\"auto\">\u00a0\u201c<\/span><span data-contrast=\"auto\">C<\/span><span data-contrast=\"auto\">alls are recorded for<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">quality and training purposes\u201d<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">A notice on Total Synergy\u2019s website\u00a0<\/span><span data-contrast=\"auto\">(linked to from<\/span><span data-contrast=\"auto\">\u00a0the \u2018Contact\u00a0<\/span><span data-contrast=\"auto\">u<\/span><span data-contrast=\"auto\">s\u2019 page<\/span><span data-contrast=\"auto\">)<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true}\"><br \/><\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">In the case of outgoing calls,<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">the staff member is to advise the customer at the commencement of the call that the call will be recorded<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true}\">\u00a0<\/span><\/li><\/ul><h3><strong>What calls will be recorded?<\/strong><span data-contrast=\"auto\">\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3><p><span data-contrast=\"auto\">All incoming and outgoing phone calls via +61 2 8197 9000 for Australia and New Zealand and +44 20 3695<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">3777 for UK, Europe and North America<\/span><span data-contrast=\"auto\">\u00a0will\u00a0<\/span><span data-contrast=\"auto\">be recorded unless the customer declines.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><h3><strong>Customer declining call recording\u00a0\u00a0<\/strong><\/h3><p><span data-contrast=\"auto\">Where a customer requests not to have their call recorded, the Total Synergy staff taking the call will<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">disable the call recording function in Total Synergy\u2019s call centre software system.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><h3><strong>Reasons for recording calls<\/strong><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">To identify staff training needs<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">To improve staff performance and consistency in information provided<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">To protect staff from abusive or nuisance calls<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Establishing the facts in the event of feedback or a complaint made either by a customer or a member of staff, to assist in resolving it<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">To assist in quality control to identify any issues with processes, with a view to improving them<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">To confirm that calls have been accurately transcribed\u00a0<\/span><span data-contrast=\"auto\">to\u00a0<\/span><span data-contrast=\"auto\">Total Synergy\u2019s Customer Relationship Management (CRM) system or other<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">corporate databases<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Evidence for use in crime investigation or prevention purposes<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true}\">\u00a0<\/span><\/li><\/ul><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">To assist in the defence of legal claims<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true}\">\u00a0<\/span><\/li><\/ul><h3><strong>Who has access to the recordings?\u00a0\u00a0<\/strong><\/h3><p><span data-contrast=\"auto\">Requests for access to recordings by internal staff must be made by way of CRM request to Customer<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">Success Specialist Team Leader. Customers\/callers have the right to listen to or have copies of recordings made of their own calls<\/span><span data-contrast=\"auto\">\u00a0\u2014<\/span><span data-contrast=\"auto\">\u00a0requests<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">for access need to be made\u00a0<\/span><span data-contrast=\"auto\">by<\/span><span data-contrast=\"auto\">\u00a0contacting\u00a0<\/span><span data-contrast=\"auto\">the\u00a0<\/span><span data-contrast=\"auto\">Total Synergy Customer Success team. Requests will be honoured within\u00a0<\/span><span data-contrast=\"auto\">seven<\/span><span data-contrast=\"auto\">\u00a0working\u00a0<\/span><span data-contrast=\"auto\">days and<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">sent to the requester<\/span><span data-contrast=\"auto\">\u2019<\/span><span data-contrast=\"auto\">s nominated email address.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Calls will be selected at random to be reviewed by the Total Synergy management team for training and quality assurance purposes.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><h3><strong>Reviewing calls for investigation or legal claim purposes\u00a0\u00a0<\/strong><\/h3><p><span data-contrast=\"auto\">Where call recordings need to be reviewed to assist with investigations or legal<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">claims, approval to access the files is to be sought from the Head of Customer Success. The request to access customer call recording is to<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">be completed and forwarded to the authori<\/span><span data-contrast=\"auto\">z<\/span><span data-contrast=\"auto\">ed officer for consideration.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><h3><strong>Storage of recordings\u00a0<\/strong>\u00a0<\/h3><p><span data-contrast=\"auto\">Recordings constitute the personal data of both the caller and the operator. Therefore, they will be managed in such<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">a way that the rights of data subjects (callers and operators) can be fulfilled, and all the obligations of Total Synergy are observed, as per<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">Total Synergy\u2019s Terms of Use guide. The recordings will be stored in Total Synergy\u2019s call centre software system for a period of 12<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">months. Following this<\/span><span data-contrast=\"auto\">,<\/span><span data-contrast=\"auto\">\u00a0the audio records are permanently erased.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><h3><strong>Suspected breaches or misuse of this policy<\/strong>\u00a0<\/h3><p><span data-contrast=\"auto\">Suspected breaches or misuse of this policy are to be reported to the Head of Customer Success and Manager, Human Resources. Alleged<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">breaches of this policy shall be dealt with by the processes outlined for breaches of the Code of Conduct.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><h3><strong>Policy review\u00a0\u00a0<\/strong><\/h3><p><span data-contrast=\"auto\">This policy will be reviewed every two years or when significant changes to the call recording system take place.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Call Recording Policy Purpose of this policy\u00a0 Provide guidance to Total Synergy employees, partners and customers\u00a0on the purpose of recording incoming and outgoing\u00a0calls to Total Synergy\u00a0 To govern the procedures and management of access and use of telephone recordings\u00a0 To support effective training and delivery of our staff To enable Total Synergy to deal efficiently &hellip; <a href=\"https:\/\/totalsynergy.com\/call-recording-policy\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Call Recording Policy&#8221;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":"","_links_to":"","_links_to_target":""},"class_list":["post-18410","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.6 (Yoast SEO v26.6) - 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