Search Offers 0 Saved Call Menu Back You are here: Homepage > About Us > Call Recordings CALL RECORDING This includes most incoming and outgoing telephone calls that are handled by any Snows dealership, with the exception of calls where payment is taken – recordings are manually terminated. Why are calls recorded? Recording customer conversations allows us to assess customer satisfaction, train and develop staff, review call quality, and have access to a verbal record of what is said in the event of a subsequent complaint. It also means employees feel more protected knowing that any threatening behaviour can be evidenced and acted upon where necessary. How will call recordings be used? • Quality monitoring – Written records only provide partial information. A call recording provides a more rounded view and allows us to better understand customer experience and assess the processes applied. This can help us identify any improvement areas. • Training and Development – Listening to a sample number of calls, allows managers to identify training needs. Sample scenarios are based on the recordings but any transcripts are anonymised • Gaining a better understanding of our customers – Many calls are verbally resolved without the need to complete any records. Listening to sample calls will help us better understand our customer needs, and gain a more informed view of organisations we signpost to. • Complaints and disputes – Some calls are verbally resolved. Where information is entered onto an electronic system this becomes the established record. In the event of a complaint or dispute, a call recording (if available), may provide additional information to help us investigate any allegations. • Employee safety and wellbeing – A recording may become a vital piece of evidence in the event of any threats being made to the organisation or an individual. • Can I request a copy of my call recording? Call recordings may be kept up to eight months. If the recording is available, you can request a copy of your conversation by making a request for access by emailing SubjectAccessRequest@Snows.co.uk Updated March 12, 2021 COOKIE POLICY DATA PREFERENCES FINANCIAL DISCLOSURE PRIVACY POLICY MODERN SLAVERY STATEMENT PAY GAP REPORT CALL RECORDINGS SNOWS ONLINE PRIVACY POLICY RESERVE ONLINE TERMS & CONDITIONS SITE MAP © 2021 Snows. All Rights Reserved © Snows. All Rights Reserved Reg. Office: Snows House, Second Avenue, Millbrook, Southampton, SO15 0BT Registered in England. Company Reg. No. 1318267 FCA Reg. No 685889 | VAT Reg. No GB 750 1062 76 NetDirector ® - Automotive Ecommerce change cookie settings This site uses cookies and related technologies for site operation, analytics and third party advertising purposes as described in our Privacy and Data Processing Policy. You may choose to consent to our use of these technologies, or further manage your preferences. To opt-out of sharing with third parties information related to these technologies, select "Manage Settings" or submit a Do Not Sell My Personal Information request. Manage Settings Accept Recommended