IT Services

Call recording

Calls to The University of Manchester IT Support Centre will be recorded and processed using automated summarisation tools, to help us provide better service and support our team's training.

Call recordings are only accessible by a small number of appropriate staff and are deleted after six months.

Call recording is required based on legitimate interest for the following reasons:

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 recorded for training purposes are anonymised for use. No identifying information on the caller or any other person is retained.