Customers are advised that calls may be recorded for training or quality purposes.
As part of our ongoing Customer Service Charter to our clients to provide excellent Customer Service; it is imperative for us to train and supervise employees to help them achieve quality targets.
As we are a Telecommunications company, calls may also be monitored to ensure there is no misrepresentation or miscommunication between our Sales Advisers, Customer Service Agents and our Customers and to keep a record of what has been said in the event of a subsequent dispute.
Our employees have been advised that calls may be monitored and they will make every endeavour to ensure that Customers are notified.
Do we need to inform you that calls may be recorded?
It is not a requirement for companies to make Customers aware that calls may be recorded; provided calls are not shared with a 3rd party company; however as our Employees have been informed that calls may be recorded, silently monitored or intruded into at any time; they will make every effort to advise you.
When is it not ethical to record calls?
It is considered unethical for someone else, for example a competitor, to bug RCUK’s or a customer’s offices or telephone lines in order to learn commercial secrets. The 3rd party would not have been part of the original call and would not have notified that the call was being recorded.
UK law rightly makes such third-party interception, where neither party to the call knows that the call is being recorded, illegal.