Record Phone Calls

[RobFrain]

Hi

 

We have been asked to provide the facility for staff to record phone calls when they know they are going to ring a parent who could be described as "difficult". We can put this and put this together very quickly, however I'm struggling to find out the law regarding this.

 

If anyone rings in they are presented with an auto attendant, and I'm going to change it to say "Calls may be recorded"

 

What is the situation if a teacher was to start the phone call and then if it gets difficult presses the record button?

 

Any advice much appreciated.

[w-clarke101]

Don't know if this helps?

 

Oftel - faqs

[Domino]

This has a little more about it: http://www.acitylawfirm.co.uk/recorded-conversations

 

As it's likely to contain PII given the nature of the calls, you should

a)inform people they may be recorded

b) ensure your data protection commissioner/ICO record has this listed (last time I checked, it was a subheading under CCTV for some reason, which was under Crimefighting, which apparently doesn't mean I can Batman )

c) have a plan for retention/removal, as it would be covered by the DPA

 

FUN TIMES!

[RobFrain]

Thanks for the replies. So everyone calling the main school line will hear my voice on the auto attendant informing them that calls may be recorded. That covers them by the looks of it.

If a staff member makes a call to a parent how can we get around this? Does the staff member have to inform the parent that the phone call maybe recorded? Just seems a little awkward "Hi Mrs Jones - just to let you know this phone call may be recorded"

[elsiegee40]

Thanks for the replies. So everyone calling the main school line will hear my voice on the auto attendant informing them that calls may be recorded. That covers them by the looks of it.

If a staff member makes a call to a parent how can we get around this? Does the staff member have to inform the parent that the phone call maybe recorded? Just seems a little awkward "Hi Mrs Jones - just to let you know this phone call may be recorded"

 

Yes. The staff member has to say. Think about it; you hear this quite regularly when speaking to businesses. It is usally termed "maybe recorded for training purposes" or similar