A PDF version of this retention schedule, including full version history, is held in the EDRM Retention Schedules folder.
See an explanation of the 6+ Rule and all other standard disposition codes.
Contact Centre: covering remote contact with public
All the following are forms of transient data, to be destroyed after the period indicated or captured in a record keeping system.
CON 1.1: Process of managing incoming enquiries to the Contact Centre
Disposition: D<1 Destroy 6 months after receipt
Example(s):
Rationale: Operational
CON 1.2: Process of managing outgoing responses from the Contact Centre
Disposition: D<1 Destroy 6 months after sending
Example(s):
Rationale: Operational
CON 1.3: Process of monitoring staff / customer interaction by telephone, direct messaging or equivalent means
Disposition: D<1 Destroy after one month
Example(s):
- Recorded phone calls / customer messages
Rationale: Common practice
CON1.4: Process of recording notes temporarily, in order to update an electronic system at a later stage
Disposition: D<1 Transient data. Destroy note or notebook on closure
Example(s):
- Notes taken before data is input into electronic system
Rationale: Common practice (cross-reference from Management and Administration retention schedule)