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HMRC internal manual

Debt Management and Banking Manual

Customer contact and data security: phone contact: recording of phone calls for quality monitoring purposes: telling the customer that they are being recorded

Telling the customer that they are being recorded

Background

Where a call is being recorded for training and quality purposes, we must tell the customer that the recording is taking place. Customers calling us will be advised of this in the welcome message played to them during inbound calls. However, collectors must verbally advise the customer the call is recorded when making an outbound call (whether it is via manual, preview or predictive/automated outbound dialling).

Informing customers

Once you have completed the appropriate security verification checks and are satisfied you are speaking to the right party, you should say:

“Before I continue I must advise you that this call may be recorded for quality and training purposes.”

If a customer wishes to know what you mean when you say “quality and training purposes”, explain we use recordings to:

  • provide a service that is consistent to all our customers
  • ensure that all customers receive a quality service with accurate information given and the correct internal action taken
  • identify any areas where the service provided does not reach agreed standards
  • take steps to eradicate errors and improve the service given.