When Zalaris records a call, we processes the recording and the Personal Data contained within it as a “Data Controller”, meaning Zalaris is primarily responsible for ensuring that the Personal Data is processed in an appropriate way.
Why do we record calls?
- to assist in the quality monitoring of staff performance
- to investigate and resolve complaints
- for the detection, investigation and prevention of fraud or other criminal behavior
- to help make service improvements
Can a caller ask for a call not to be recorded?
The caller will be asked to agree to recording. If you chose not to be recorded, or make no choice at all, the call is not recorded. In any event, you will then be forwarded to a service consultant.
What personal data will we collect during the call?
The following information is likely to be requested so that we can help you:
- Contact details
Other personal data which have been volunteered by the caller as part of the call will also be stored as part of the recording.
Our legal basis for processing personal data
Article 6 (a) – The caller must give consent for the recording to take place
Article 6 (f) – for the purposes of our legitimate interest, unless those interests are overridden by you by asking for your call not to be recorded.
Where and how long do we keep call recordings?
- All call recordings are held securely within the EU
- Calls will be deleted after three months, unless it is necessary to extend the retention period of a specific recording to investigate a specific service event, misuse or as part of criminal investigation. The recordings will be securely destroyed after the retention period expires.