Our Call Record Policy

  • Help identify Geolida Properties Limited’s staff training needs
  • Help improve Geolida’s staff performance
  • Help protect Geolida’s staff from abusive or nuisance calls
  • Establish the facts in the event of a complaint either by a customer or a member of staff and so assist in resolving it
  • Assist in quality control to identify any issues in processes, with a view to improving them through one to one call feedback sessions and also group call levelling sessions
  • Demonstrate that calls are accurately and efficiently transcribed onto the case management system or to other databases
  • A call recording may also be used as evidence in the event that an employee’s telephone         conduct is deemed unacceptable. In this situation the recording will be made available to the employee’s department manager, to be investigated as per the Geolida’s Disciplinary Policy. The telephone call recording system in operation will record incoming and outgoing telephone calls and recordings may be used to investigate compliance with our own Geolida Properties Limited Company’s quality standards, to provide further information necessary.
    Date of last review: November 2018 – By A. Najera-Brown
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