Call Recording Policy

Policy Purpose:

The purpose of this policy is to outline the procedure for telephone call recording within the Customer Service, Customer Engagement and Design teams at BA, and the management of access to, and use of, the recordings. The policy aims to minimise the intrusion by restricting the recording of calls, the access to, and use of these recordings to limited and specific purposes.

Recording Information:

BA’s telephony system is capable of recording calls using our 3CX phone system and Tele-Response support partner.

Purpose of Call Recordings:

All incoming and outgoing calls to the Customer Service, Customer Engagement and Design teams are recorded for the following purposes:

• For quality assurance and training purposes within the CS/CE teams
• To establish facts relating to calls should a dispute or complaint arise
• To protect staff from abusive behaviour
• Calls may also be used as evidence for investigations into alleged misconduct
• To verify the details of the call for the purposes of, or in connection with, any legal proceedings

Retention and Storage of Call Recordings

Call recordings will be retained for 60 days, are securely stored and only accessible by SSH. Calls are automatically deleted at the end of the retention period, unless retained for a specific business purpose.

Access to Call Recordings

Access to call recordings are controlled in line with principles under Data Protection legislation by System Admin and the HR department. Specific call recordings may be accessed by the relevant line management for the Customer Service and Customer Engagement teams for quality assurance and training purposes, dispute resolution or as evidence in relation to any disciplinary process. Should any other employees of BA require access to call recordings, permission to access must be granted in writing by the Group HR Manager.

Any unauthorised access of call recordings may lead to disciplinary action. Browsing of recordings for no valid reason is not permitted.

Communication of the Call Recording Facility

BA will make every reasonable effort to communicate that calls will be recorded. This will be done by:

• Using a recorded message to inform the callers that their call is being recorded
• Publishing our Call Recording Policy on our websites
• Inclusion of the Call Recording Policy into the BA Company Handbook and communicated to all BA employees via the employee app