The IT Helpdesk will begin recording calls on 7 September 2026 in order to improve the service

The Helpdesk telephone service will introduce automatic call recording from Monday 7 September 2026 as a means of improving service quality. The matter was discussed at meeting 3/2026 of Metropolia’s co-operation negotiation committee. Recording will take place automatically in the following situations:

• You call the Helpdesk telephone service number 09 7424 6777. At the beginning of the call, you will hear a notice stating that the call is being recorded.
• If Helpdesk calls you from the number 09 7424 6777. Callers have been instructed to tell you at the beginning of the call that your call is being recorded.

If you do not want your call to be recorded, you can submit a service request at hd.metropolia.fi or send an email to helpdesk [at] metropolia.fi (helpdesk[at]metropolia[dot]fi).

Why are calls recorded?

Your matter is important

We want to ensure that, when necessary, we can verify the details of your call from the recording. This improves service quality if there have been shortcomings in documenting the call. Such situations may occasionally arise for human reasons, despite the fact that our staff have been instructed to record the content of calls in detail in the service request.

Handling feedback and your interests as a caller

If you provide case-specific feedback, we want to make full use of it. A recorded call enables us to identify any problems in the process and guidance as effectively as possible, and then correct them. In this way, our service improves for the benefit of all callers.

High-quality customer service does not include IT jargon

Our goal is to provide clear, practical solutions together with prompt and friendly service, without “IT jargon”. Call recordings are an excellent precision tool for the continuous improvement of this and other quality factors.

Enhancing workplace learning

The Helpdesk telephone service team includes students from vocational institutions who are completing a work-based learning period related to their studies under a training agreement. Metropolia Helpdesk aims to provide them with an exceptionally high-quality, encouraging and effective learning experience from which they can draw valuable competence capital in their future working lives. When a student learning at work hears an example of an important call that it was necessary to revisit, they are guided to assess the customer service and thereby develop their own skills.

Occupational safety as a secondary purpose

In addition to the primary purpose of quality management in customer service, we also promote the occupational safety of our customers and staff through call recordings. Through call recordings, we obtain detailed information about any situation in which either party to the call behaved inappropriately. Recording reduces the risk that situations would be addressed on the basis of incorrect interpretations or recollections. This improves the position of both the caller and the telephone service staff. Situations are handled in a conciliatory and friendly spirit, avoiding blaming either party. Such situations occur comparatively rarely at Metropolia Helpdesk, and there is usually an understandable reason for them. This is not a significant problem.

How do we ensure that call recordings are used only for appropriate purposes?

Are call recordings listened to for amusement?

Calls are not listened to for amusement. Listening takes place only when it is genuinely necessary for the purpose described above. Your call will be treated with respect for your privacy and with due regard for you.

Data protection impact assessment (DPIA) completed

The data protection impacts have been carefully considered from different perspectives in accordance with the EU General Data Protection Regulation. The highest risks identified were a data breach and the absence of guidance when the holder of access rights changes. These risks have been reduced through induction, guidance and information security measures relating to login procedures.

Retention period

Recordings are deleted automatically within one month of the call.

Clear internal guidance

Call recordings are not processed contrary to the purpose described in the privacy notice and above. Detailed internal guidance has been prepared for their processing, and those with access rights have been familiarised with it.

Access rights only for trained responsible persons

Access rights to call recordings are granted only to those persons whose responsibilities include the processing of call recordings. They are aware of the content of the guidance and know how to act accordingly, for example by not copying recordings or using them for inappropriate purposes.

Further information in the privacy notice

You can find the information required by the EU General Data Protection Regulation (GDPR) concerning the recording of Helpdesk calls in the privacy notice for Metropolia’s IT services and library services.

Do you have any questions?

If you have any questions about call recording, please do not hesitate to contact Helpdesk using the contact details below. Your question will be forwarded to the responsible person, who will discuss the matter with you.

Best regards,
Helpdesk

In case of any inquiries related to this announcement or other IT matters at Metropolia, please contact the Helpdesk as follows:

Phone service: +358 9 7424 6777
Service requests: hd.metropolia.fi / helpdesk [at] metropolia.fi (helpdesk[at]metropolia[dot]fi)
Frequently Asked Questions: itservices.metropolia.fi/FAQ
Ask Mikko Anything (AMA): mikko.metropolia.fi