Call Recording Policy
Lead Forensics is committed to providing a high-quality solution for all our customers, potential customers and any other stakeholders who may receive a call from a team member at Lead Forensics. As part of our ongoing efforts to continually improve our service, we may record calls made by a member of the Lead Forensics team.
Lead Forensics will not hide its identity when making external calls.
Lead Forensics will not share, rent or sell any call recordings to third parties nor will it share, rent or sell data relating to the telephone call to third parties.
Lead Forensics may use call recording for training and development of internal team members and quality assessment of the calls. Calls are recorded to protect both the Lead Forensics employee and the customer. This aims to improve the experience our customers and other stakeholders receive when receiving a call from Lead Forensics. The lawful basis we rely on for the processing of call recordings is Legitimate Interests.
Calls that relate to the communications in respect of business/contract discussions may not be considered personal data and will fall outside the scope of UK GDPR/PECR requirements. We will evaluate each case individually.
Storage of call recorded data
All call recordings are stored within our call recording systems in the UK. Appropriate security measures are in place that meets the relevant laws and regulations protecting this data.
TPS and CTPS
All telephone numbers within the Lead Forensics CRM are checked against the TPS (Telephone preference service) and CTPS (Corporate telephone preference Service). Lead Forensics will not make unsolicited sales and marketing calls to any registered number on these lists.
Retention
Call recordings are kept for 12 months before complete erasure (subject to the provider’s terms). The storage period has been considered in line with our customer retention to ensure that we have a comprehensive audit trail of correspondence between our customers and us throughout the lifetime of our agreements. This is to protect both the interests of our customers and those of the Lead Forensics team members.
Request for data and erasure of data
Call recordings can be requested by calling us on 0207 206 7293 and asking to speak to our Data Compliance Team (Proof of identity will be requested before any data is shared).
Alternatively, you can request by emailing: [email protected]
Please include the telephone number, date and approximate time the call occurred.
Requests for data erasure should be submitted in writing and by email to [email protected] or by post to Lead Forensics, Building 3000, Lakeside, North Harbour, Portsmouth, PO6 3EN.
The Lead Forensics Data Compliance Team will consider the reason(s) for the erasure request. It will decide whether the request can be met or whether it cannot be met for reasons feasibly considered as essential retention of the data. If an erasure request is denied for reasons such as legal compliance, upholding a contract or protecting one or more parties or participants, Lead Forensics will notify the supervisory authority of the decision to deny the request and provide reasons.
Lead Forensics will review and either comply or deny within 30 days of receiving your request.
LF Call Recording Policy v4.0
For questions relating to this policy, please get in touch with:
[email protected]
