Recording of phone calls in Servicedesk
When you as a customer call our customer service, you may be asked whether IT Relation A/S (we) is allowed to record the call for internal training purposes. By using the keys on your phone, you can consent to our recording of the phone call.
It is voluntary whether you wish to give your consent to our recording of the phone call, and you can also use the keys on your phone to decide not to give your consent. We only record the call if you have voluntarily consented to the recording.
You are always entitled to withdraw your consent by contacting us via the contact information below.
The purpose of the recording of phone calls and the basis for processing
We record phone calls in our Servicedesk with the purpose of educating our employees to improve our customer service to you as a customer. This includes conducting internal employee training and quality assurance (education purposes).
Our processing is based on your consent, cf. Article 6 (1)(a) of the General Data Protection Regulation.
We will not disclose your data to others.
We delete the recordings no later than 90 days after the recording is made. In certain situations, we may anonymize the recording instead. If we anonymize the recording it will not be possible to recognize your voice or anything else that may reveal your identity.
As data subject you have a number of rights according to the General Data Protection Regulation. These include:
Right of access
You have a right to request access to the personal data about you that we process. You also have the right to receive a copy of the personal data we process.
Right to rectification
You have the right to obtain the rectification of inaccurate personal data about you that we process. You also have the right to supplement any incomplete personal data about yourself.
Right to erasure
Under certain circumstances, you have the right to obtain the erasure of personal data about you.
Right to restriction of processing
Under certain circumstances, you have the right to restrict the processing of your personal data.
Right to object
You have the right to object against our processing of personal data about you. We specifically evaluate whether your eventual objections can be met and if we subsequently must delete the data about you.
Right to data portability
You have the right to obtain a copy of the personal data about you that we process in a machine-readable format. In general practice this means that we hand over a copy of the recording, where our employees’ identity, however, is deleted or anonymized.
Sharing your data with others
IT Relation entrusts your personal data to data processors, e.g. in connection with 1) configuration and operation of the IT-systems and 2) the analysis and classification of the recordings for the use of education and training of our employees.
Our data processors solely process your personal data to our purposes and on our instruction. We enter into data processor agreements with our data processors to ensure that the required security is in place and to protect the data and comply with our data protection obligations.
IT Relation may also disclose your personal data to a public authority in situations where we are specifically bound to disclose your personal data in accordance with the laws and notification obligations to which we are subject.
Transfer of personal data to countries outside the EU/EEA
In connection with our processing of your personal data, we may transfer the information to countries outside the EU/EEA. Data protection legislation in these countries may be less restrictive than it is in Denmark and the rest of the EU/EEA. In some countries, however, the European Commission has determined that the data protection level is in line with the level of protection in the EU/EEA. If we transfer personal data to countries where this is not the case, the transfer of your personal data to these countries outside of the EU/EEA will be based on the standard transfer contracts drawn up by the European Commission or another similar transfer basis specifically designed to ensure an adequate level of protection.
You can read more about the transfer of personal data to countries outside the EU/EEA on the European Commission's website.
You can withdraw your consent
You are at any time entitled to withdraw your consent.
Withdrawing your consent does not affect the legality of our processing of your personal data based on your consent until the time when you withdraw your consent.
You withdraw you consent by contacting us. You can find our contact information below.
If you withdraw your consent, we will erase the recordings of you.
File of complaint
If you wish to complain about our processing of personal data about you, we hope that you will contact us. You can find our contact information below.
If you are still dissatisfied with our processing, complaints about our processing of personal data about you may be filed to The Danish Data Protection Agency. You can find their contact information [here].
IT Relation A/S (CVR.nr. 27001092) is data controller of the collection, storage, and processing of the personal data that we collect about you through recording of phone calls in our Servicedesk.
Our contact information
IT Relation A/S
Dalgas Pl. 7B, 1. Floor,
Tel.: +45 7026 2988