The purpose of processing
Zoom will handle inbound and outbound customer communications across voice, chat, SMS, email and social media, supporting our commitment to delivering exceptional service to its residents. Zoom provides call recording, real-time call transcription, call surveys, call forwarding, call transfer, mobile app access, integration with Teams, customer sentiment analysis and detailed reporting. Zoom AI Companion is also available for contact centre. A summary of each interaction is also saved.
Data subjects
Members of the public who contact B&NES by telephone, email, text, WhatsApp, and/or social media, for assistance or feedback regarding our services. Employees of B&NES who use Zoom telephony to conduct their day-to-day operations and assist the above members of the public.
Personal data
We will collect:
Identifiers - names, username, recordings, vehicle registration
Contact details - email address, physical address, telephone numbers
Date of birth
NI number
Reason for contact
AI-determined analysis of how the call went (positive, neutral or negative), which is stored against the caller's identity.
Identifiers - names, username, recordings, vehicle registration
Contact details - email address, physical address, telephone numbers
Date of birth
NI number
Reason for contact
AI-determined analysis of how the call went (positive, neutral or negative), which is stored against the caller's identity.
How is it used?
We will use your personal data to:
Process data subject enquiries and complaints regarding customer services including: waste, traffic and safety, neighbourhood, registrar (births, marriage, deaths), libraries, electoral role, pest control. Referral to relevant service area signposting to relevant council contact and online forms.
Process data subject enquiries and complaints regarding customer services including: waste, traffic and safety, neighbourhood, registrar (births, marriage, deaths), libraries, electoral role, pest control. Referral to relevant service area signposting to relevant council contact and online forms.
Profiling and automated decision making
Not applicable
Legal basis for using your data
GDPR condition relied upon for processing personal data:
Article 6.1 c - legal obligation
GDPR condition relied upon for processing special category data
Article 9.2 b - Social security/social protection
Sharing of personal data with external recipients
We share your personal data to:
Provide clarification and confirmation of information given or received
Enable quality monitoring on council staff
Provide customer services training of council staff
Facilitate enhanced customer service by supplying historical interaction as background information
Facilitate continuous improvement by identifying opportunities for enhancement
Carry out internal reporting
Inform customers that all interactions will be recorded and transcribed
We also use your data for legal purposes.
Provide clarification and confirmation of information given or received
Enable quality monitoring on council staff
Provide customer services training of council staff
Facilitate enhanced customer service by supplying historical interaction as background information
Facilitate continuous improvement by identifying opportunities for enhancement
Carry out internal reporting
Inform customers that all interactions will be recorded and transcribed
We also use your data for legal purposes.
How long is the personal data retained by the Council?
Personal data will only be retained for as long as it is needed for the purpose specified above, or as required by applicable law or regulatory requirements.