Phone calls are recorded for training, security, and regulatory purposes. At the start of the incoming phone call, after the welcome message, customers will hear the following message:
Thank you for calling “brand”. Please be advised we record all calls for training, security, and regulatory purposes. Further information can be found in our privacy notice, available at [brand’s webpage address]. Should you not wish to have this call recorded please advise our agent at the start of the call.
During the conversation, some customers might say they do not want to be recorded, while others might have complaints or requests related to the call records. The below process outlines how CS 1st Line and ARM/VIP teams are to deal with such queries:
| SCENARIO | SOP |
| Customer requests not to be recorded during a phone call |
Customer should be advised that the phone call needs to be discontinued if they do not wish to be recorded. e. g. |
| Customer is upset/complaining after hearing that the call needs to be discontinued if they do not wish to be recorded |
If the customer is upset, please try to calm them by explaining the calls are recorded for training, security, and regulatory purposes. If the customer demands their voice not to be recorded, then another form of contact can be suggested such as email or chat. e. g. Important: The customer may say they do not want to be recorded, but then keep talking about their query instead of ending the call. The customer has to be directed to take a decision. Please make it very clear that as long as the call continues, it is being recorded, so the customer has to either choose to end the call or agree to the recording and continue the conversation on the original query. |
| Requests for call records to be sent to him/her |
Send to supervisor - please find the relevant process Test linking other article Important: You should never proactively suggest or tell the customer that we can send call records. If a customer asks how long do we keep their call recording, please advise them that “we can keep call recordings up to 3 years according to our privacy notices”. |
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The customer has legal complaints related to recording (e.g. ''Is it legal for you to record me?'', ''I want you to delete my call recording data'' or ''I want you to send me all my call recordings'') |
For non-UK customers - escalate via Outlook to LRG International Escalations: LRGInternationalEscalations@entaingroup.com For UK customers - escalate to LRG Privacy UK In your escalation, include the following details:
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