This Call Recording Policy was last modified on January 31, 2020.

Call Recording Policy

INTRODUCTION

CSI Works is committed to running a socially sustainable business model, while still providing leading edge customer service, including Call Recording in our global call centers to enable us to serve you better. We recognize that when you choose to partner with CSI Works, you trust us to act in a responsible manner. This policy sets out the basis for how Call Recordings are managed and utilized in accordance with necessary legislative requirements.

1) Help protect our company’s associates from abusive or nuisance calls;
2) Establish the facts in the event of a complaint either by a customer or a member of staff and to assist in resolving it;
3) Assist in quality control by identifying any issues in our processes, with a view to improving such process;
4) Demonstrate that calls are accurately and efficiently transcribed onto the customer relationship management system (CRM);
5) Identify associate’s training needs; and
Help improve associate performance.
6) Provide FAQ audio content for sales agents and future/existing customers published on www.smartpostalk.net
All personally identifiable information during the call is removed.

WHICH CALLS ARE RECORDED?

HOW CAN I CONTACT CSI WORKS IN THE EVENT I DO NOT WANT TO BE RECORDED?

In the event that you do not wish for your call to CSI Works Customer Support Center to be recorded, we recommend that you contact us by alternative means such as email and/or mail.

WHERE ARE CALL RECORDINGS STORED?

Call recording data is stored on CSI Works network.

WHO ACCESSES CALL RECORDING INFORMATION?

Call Recording Data is accessible only by the senior leadership team at CSI Works. This includes: our CEO, FAQ Content Manager.

CAN I REQUEST A COPY OF A RECORDING?

Request for copies of any recorded telephone conversations must be submitted in writing solely to our CEO, Steve Slavutskiy at steves@csiworks.net and are subject to evaluation, consent by all parties involved on the calls must be secured before we are able to release any recording.

Submit to:

CSI Works
PO BOX 927435
San Diego, CA 92192
USA

Please note: Recordings are subject to global legislation and regulation as they may contain personal data and are subject to Intellectual Property Rights laws. Applicable local Data Protection and Data Privacy legislation allows individuals whose calls have been recorded (the “Data Subjects” under such legislation) to access the information that we hold about them. This includes recorded telephone calls.

ENFORCEMENT

We regularly review our compliance with our Call Recording Policy. In the event that we receive a formal written complaint, we will contact the person who made the complaint and we will make all efforts to resolve such complaint directly. We will also work with the appropriate regulatory authorities, including the designated data protection authorities, to resolve any such complaints.

CHANGES TO THIS POLICY

As our company may make changes to how we operate our business, our Call Recording Policy may change from time to time. Furthermore, we reserve the right to make changes to your rights under this Call Recording Policy without your explicit consent where changes in the legislative framework governing call recording require us to reflect those in our Call Recording Policy. We will post any changes to our Call Recording Policy on this page.

Questions or concerns regarding our CALL RECORDING Policy

If you have any questions or concerns about our Call Recording Policy, or should you wish to file a complaint about anything relating to our Call Recording Policy, do not hesitate to contact Steve Slavutskiy, CEO, at steves@csiworks.net