This includes most incoming and outgoing telephone calls that are handled by any Snows dealership, with the exception of calls where payment is taken – recordings are manually terminated.
Why are calls recorded? Recording customer conversations allows us 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. It also means employees feel more protected knowing that any threatening behaviour can be evidenced and acted upon where necessary.
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. Sample scenarios are based on the recordings but any transcripts are anonymised
• Gaining a better understanding of our customers – Many calls are verbally resolved without the need to complete any records. Listening to sample calls will help us better understand our customer needs, and gain a more informed view of organisations we signpost to.
• 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.
• Can I request a copy of my call recording? Call recordings may be kept up to eight months. If the recording is available, you can request a copy of your conversation by making a request for access by emailing SubjectAccessRequest@Snows.co.uk
March 12, 2021