16Sep

Answer for Hi, Campbelltown City Council is looking at introducing call recording and would like to know if any other Council has done this. If so how long do you store the calls and is call recording across Council or just for the Customer Service team? Do you have a policy, authorised statement? Any additional info that you could provide would be really appreciated. Cheers Marlene

Comments Off on Answer for Hi, Campbelltown City Council is looking at introducing call recording and would like to know if any other Council has done this. If so how long do you store the calls and is call recording across Council or just for the Customer Service team? Do you have a policy, authorised statement? Any additional info that you could provide would be really appreciated. Cheers Marlene

Hi, Lockyer Valley Regional Council has call recording which has been very successful.  These calls are now used for individual training needs for staff.  Which allows them to listen to their calls and be further trained in their needs.
Calls only get recorded in the Council Call Centre and get stored for a period of 3 months.
We have a privacy statement advice that tells customers that their call is being recorded at the “Greeting Stage” of the call.