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 01.01: Process of managing incoming enquiries to the Contact Centre
Disposition: D<1 – destroy 6 months after receipt
Example(s): Correspondence (email)
Rationale: Operational
CON 01.02: Process of managing outgoing responses from the Contact Centre
Disposition: D<1 – destroy 6 months after sending
Example(s): Correspondence (email)
Rationale: Operational
CON 01.03: Process of monitoring staff / customer interaction by telephone, direct messaging or equivalent means
Disposition: D<1 – destroy after 6 months
Example(s): Recorded phone calls/customer messages
Rationale: Common Practice
CON 01.04: Process of recording notes temporarily, in order to update an electronic system at a later stage
Disposition: D<1 – destroy note or notebook on closure
Example(s): Example(s): notes taken before data is input into electronic system
Rationale: Common Practice