Call recording privacy statement

Background

TrailLite handles thousands of calls every day on a varied range of topics that include motorhome and caravan servicing, consultations, customer service, negotiations and product information. Call recording is an important activity that helps us to ensure that our customer service meets your expectations and identify service improvements.

What is the purpose of recording calls?

We record calls:

For staff training purposes
To improve the quality of our customer service
To ensure the information we provide is consistent and accurate
For reporting on the types and numbers of enquiries we receive
To ensure we have an accurate record of your call, which may be needed to support any transactions that take place over the phone and/or if there is a dispute

Which calls are recorded?

Most outbound calls from TrailLite sales team mobile numbers or direct dialed calls

Recording automatically starts when your call is answered and automatically stops when the call is ended.

We only call customers on numbers that have been voluntarily given to us via our website or other means and/or are stored in our customer database.

Storage and access to call recordings?

Calls are recorded using our company CRM software and stored against your customer record. Only authorised TrailLite personnel with access to customer files have access to the recording and only for the purposed indicated above.

Any requests to access the recordings or information will be assessed according to the privacy interests of the individual involved.

Can I request a copy of the recording?

You have the right to request access to and correction of any personal information that we hold about you. If you wish to request a copy of your call recording you may do so by contacting us.

The call recording requested will be evaluated before being provided but unless we have a lawful reason for withholding this information we will provide you with access to the call recording.