Which calls does this refer to?
This privacy statement covers the outgoing telephone calls made by J2 Research [“we” / “us” / “our”] to survey respondents [“you” / “your”].
This document explains how we use recordings of telephone calls. When a call is recorded, we collect:
- a recording of the conversation
- your phone number
Why are calls recorded?
It has become common practice to record calls due to the growth of business conducted by telephone. Recording our telephone survey conversations allows us to assess survey respondents’ satisfaction with the calls, train and develop staff, review call quality, and have access to a verbal record of what is said in the event of a subsequent query. It also hopefully means that our 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 your experience as a survey respondent and assess the processes applied. This can help us identify any improvement areas.
Training and Development – Listening to a sample number of calls allows our managers to identify training needs. Sample scenarios are based on the recordings, but any transcripts are anonymised.
Gaining a better understanding of survey respondents –Listening to sample calls will help us better understand your needs, as well as gaining and passing on a more informed view to the organisations we work with.
Queries and complaints – In the event of an enquiry or complaint, a call recording (if available), may provide additional information to help us investigate and report back to our clients.
Employee safety and wellbeing – A recording may become a vital piece of evidence in the event of any threats being made to our company or an individual.
How have we informed survey respondents that we record calls?
This data protection privacy statement on recorded telephone calls to survey respondents is published on our website.
On outbound calls, J2 Research’s tele researchers notify survey respondents that their call is being recorded and obtain permission to proceed.
How do we protect survey respondents’ information?
Our data handling guarantee outlines the good principles for handling customer data that we follow and ensures information is accurate and reliable.
Information about the security of information held in call recordings
Our telephony provider, Atom Technology Solutions, has provided assurances regarding the security of the recorded data within their environment, for the period it is held. Call recordings are retained for two (2) years after which they are deleted.
How long we keep your call recording?
We will only keep your call recording for the minimum period necessary. The information outlined above will be kept for two (2) years after recording. All information will be held securely and destroyed under confidential conditions.
Can I request a copy of my call recording?
Call recordings are destroyed after two (2) years. If the recording is available, you can request a transcript of our conversation by making a request for access in writing. This will be provided to you in accordance with the terms of the Data Protection Act 2018. More details about making a request can be found in our Privacy Policy.
Further information is available in our Privacy Guidance for Survey Respondents.
