Call recording to be introduced for IT Support Centre

The IT Support Centre is introducing call recording later in May as part of ongoing efforts to enhance service quality and ensure the safety and well-being of our University colleagues. 

This has been approved by the Information Governance Office and will be carried out in a safe and secure manner. 

Purposes of call recording:

• Maintaining service standards: Call recordings are used to ensure that service standards are consistently upheld. Challenging calls may be reviewed by a manager to provide guidance for handling similar situations in the future. 

• Managing threatening or abusive calls: Recordings serve as a safeguard in instances where callers may be threatening or abusive, ensuring the wellbeing of colleagues. Such incidents have occurred in the past, and recordings help in effectively managing these situations. 

• Legal proceedings: The University may be required to provide information from call recordings for legal purposes. These recordings can serve as evidence in legal cases. 

• Training purposes: Anonymised call recordings are a valuable resource for training new operators and analysts, providing real-life scenarios to enhance their skills and knowledge. 

Calls are only accessible by a small number of appropriate staff and deleted after six months. Calls recorded for training purposes are anonymised for use. No identifying information on the caller or any other person is retained. 

Information about call recording has been added to the IT Services website and to the University’s Privacy notices. 

• If you have any questions on how these changes impact you, please contact teams.voice@manchester.ac.uk.