Granada Material Handling Limited (“Granada Cranes and Handling“) operates granada-cranes.co.uk and may operate other websites. It is Granada Cranes and Handling’s policy to respect your privacy regarding any information we may collect while operating our websites.
Like most website operators, Granada Cranes and Handling collects non-personally-identifying information of the sort that web browsers and servers typically make available, such as the browser type, language preference, referring site, and the date and time of each visitor request. Granada Cranes and Handling’s purpose in collecting non-personally identifying information is to better understand how Granada Cranes and Handling’s visitors use its website. From time to time, Granada Cranes and Handling may release non-personally-identifying information in the aggregate, e.g., by publishing a report on trends in the usage of its website.
Granada Cranes and Handling also collects potentially personally-identifying information like Internet Protocol (IP) addresses for logged in users and for users leaving comments on granada-cranes.co.uk blogs/sites. Granada Cranes and Handling only discloses logged in user and commenter IP addresses under the same circumstances that it uses and discloses personally-identifying information as described below, except that commenter IP addresses and email addresses are visible and disclosed to the administrators of the blog/site where the comment was left.
Gathering of Personally-Identifying Information
Certain visitors to Granada Cranes and Handling’s websites choose to interact with Granada Cranes and Handling in ways that require Granada Cranes and Handling to gather personally-identifying information. The amount and type of information that Granada Cranes and Handling gathers depends on the nature of the interaction. For example, we ask visitors who sign up at granada-cranes.co.uk to provide a username and email address. Those who engage in transactions with Granada Cranes and Handling are asked to provide additional information, including as necessary the personal and financial information required to process those transactions. In each case, Granada Cranes and Handling collects such information only insofar as is necessary or appropriate to fulfill the purpose of the visitor’s interaction with Granada Cranes and Handling. Granada Cranes and Handling does not disclose personally-identifying information other than as described below. And visitors can always refuse to supply personally-identifying information, with the caveat that it may prevent them from engaging in certain website-related activities.
Granada Cranes and Handling may collect statistics about the behavior of visitors to its websites. Granada Cranes and Handling may display this information publicly or provide it to others. However, Granada Cranes and Handling does not disclose personally-identifying information other than as described below.
Protection of Certain Personally-Identifying Information
Granada Cranes and Handling discloses potentially personally-identifying and personally-identifying information only to those of its employees, contractors and affiliated organizations that (i) need to know that information in order to process it on Granada Cranes and Handling’s behalf or to provide services available at Granada Cranes and Handling’s websites, and (ii) that have agreed not to disclose it to others. Some of those employees, contractors and affiliated organizations may be located outside of your home country; by using Granada Cranes and Handling’s websites, you consent to the transfer of such information to them. Granada Cranes and Handling will not rent or sell potentially personally-identifying and personally-identifying information to anyone. Other than to its employees, contractors and affiliated organizations, as described above, Granada Cranes and Handling discloses potentially personally-identifying and personally-identifying information only in response to a subpoena, court order or other governmental request, or when Granada Cranes and Handling believes in good faith that disclosure is reasonably necessary to protect the property or rights of Granada Cranes and Handling, third parties or the public at large. If you are a registered user of an Granada Cranes and Handling website and have supplied your email address, Granada Cranes and Handling may occasionally send you an email to tell you about new features, solicit your feedback, or just keep you up to date with what’s going on with Granada Cranes and Handling and our products. If you send us a request (for example via email or via one of our feedback mechanisms), we reserve the right to publish it in order to help us clarify or respond to your request or to help us support other users. Granada Cranes and Handling takes all measures reasonably necessary to protect against the unauthorized access, use, alteration or destruction of potentially personally-identifying and personally-identifying information.
If Granada Cranes and Handling, or substantially all of its assets, were acquired, or in the unlikely event that Granada Cranes and Handling goes out of business or enters bankruptcy, user information would be one of the assets that is transferred or acquired by a third party. You acknowledge that such transfers may occur, and that any acquirer of Granada Cranes and Handling may continue to use your personal information as set forth in this policy.
Which calls does this refer to?
This includes all incoming and outgoing telephone calls that are handled by Granada Cranes and Handling.
Why are calls recorded?
It has become common practice to record calls due to the growth of business conducted by telephone.
Recording customer conversations allows organisations to assess customer satisfaction, train and develop staff, review call quality, and have access to a verbal record of what is said in the event of a subsequent complaint.
How will call recordings be used?
Quality monitoring – Written records only provide partial information. A call recording provides a more rounded view and allows us to better understand customer experience and assess the processes applied. This can help us identify any improvement areas.
Training and Development – Listening to a sample number of calls, allows managers to identify training needs. Sample scenarios are based on the recordings but any transcripts are anonymised.
Gaining a better understanding of our customers – Many calls are verbally resolved without the need to complete any records. Listening to sample calls will help us better understand our customer needs, and gain a more informed view of organisations we signpost to.
Complaints and disputes – Some calls are verbally resolved. Where information is entered onto an electronic system this becomes the established record. In the event of a complaint or dispute, a call recording (if available), may provide additional information to help us investigate any allegations.
Employee safety and wellbeing – A recording may become a vital piece of evidence in the event of any threats being made to the organisation or an individual.
How have we informed our customers that we record calls?
Our telephone greeting on incoming calls notifies customers that all calls are recorded for training and monitoring purposes. In addition to this, Call recording functionality is listed on our website.
How do we protect our customer’s information?
Our telephony provider Network Telecom have provided assurances regarding the security of the recorded data within their cloud storage environment. All recordings are encrypted and only specially trained staff members have access.
Can I request a copy of my call recording?
If the recording is available, you can request a copy of your conversation by making a request for access in writing.