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Phone Call Recording Policy

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System Admin
Updated

At nShift, we aim to deliver exceptional customer support while ensuring full transparency in how we handle your data. As part of our service process, phone calls handled through our support platform (Zendesk) may be recorded and transcribed.

This article explains when and how phone calls are recorded, your rights as a caller, and how we manage your privacy and data retention.

Content:

Why we record calls

Recording customer calls helps us:

  • Maintain and improve the quality of our support services.

  • Ensure accurate documentation of support conversations.

  • Help resolve issues quickly and efficiently.

 

Inbound calls (you call us)

When you contact nShift Support by phone:

  • You will hear a message stating that the call is being recorded.

  • If you prefer not to be recorded, simply press 3 when prompted.

  • Once opted out, the call will continue without being recorded or transcribed.

No action is needed if you're comfortable with the call being recorded.

 

Outbound calls (we call you)

If a support agent contacts you:

  • The agent should inform you that the call is being recorded.

  • Your explicit consent is required for the recording to proceed.

  • If you do not consent, the agent will disable the recording and continue the call without it.

You are always entitled to decline call recording.

 

 

How long we store recordings

  • All call recordings and transcriptions are stored securely in our support platform.

  • These records are retained for up to 3 months.

  • After this period, they are automatically and permanently deleted.

This retention policy helps us balance operational needs with data protection responsibilities.

 

 

Your privacy and data security

  • All recordings are encrypted and access is strictly limited to authorized support personnel.

  • We comply with applicable data protection regulations, including GDPR.

  • You can request access to or deletion of your call data at any time.

For more information, see our Privacy Policy or contact support.

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