Voice recording

1. Quality assurance (service quality)

Incoming support calls are recorded for quality assurance purposes. This is announced to you by an audio clip before your call is connected. If you continue the call, you agree to it being recorded. The recordings are automatically deleted after six months. 

1.1. What are the recordings used for?
 

frankly sets high standards for service quality on the telephone. Recordings are used to train and further educate our employees. Our aim is to continuously optimise the quality of our services and our telephone conversations.
 

The recordings are also used for quality assurance purposes and to improve our voice recognition system if necessary.  

The recordings can also be consulted in the event of any disagreements between the client and frankly.  

The recordings are used exclusively for the aforementioned purposes. It is not intended to use them for other purposes, such as marketing or analysis.  

1.2. Can other employees listen in on a conversation?

It is possible that another employee may passively take part in the conversation and listen to it as part of his/her training and further education. This method of training helps support a high quality of service on the telephone. 

1.3. Are the recordings protected against access by third parties?

The recordings are only available to authorised employees of Zürcher Kantonalbank. The recordings are stored within the infrastructure of Zürcher Kantonalbank and protected against access by unauthorised third parties by means of technical and organisational measures.  

More information on data protection can be found here.

1.4. What can I do if I don’t want my call to be recorded?

If you don’t want the telephone call to be recorded, you can tell us by telephone or by writing via your frankly app or web version. 

2. Security purposes (voice recognition)

frankly uses voice recognition to verify your identity for every call before your personal concerns are discussed. A person’s voice is unique. With voice recognition we can increase security and dispense with the security questions to verify your identity. 

2.1. Are the phone calls recorded?

Incoming calls are always recorded for quality assurance purposes and also for security purposes with your consent. This is announced to you by an audio clip before your call is connected. If you continue the call, you agree to it being recorded for quality assurance purposes. You can refuse to have the call recorded for security purposes (the creation of a voiceprint and the use of voice recognition) by informing your client advisor.
 

The recordings are stored within the infrastructure of Zürcher Kantonalbank and protected against access by unauthorised third parties by means of technical and organisational measures.  

The recordings are automatically deleted from the system after six months.

2.2. How does voice recognition technology work?

More than 70 parts of the human body – which each have their individual shapes and sizes – determine how a person speaks. As a result, a human voice has a number of individual and characteristic features, such as emphasis, speaking tempo, frequency and volume. Voiceprint identity verification is based on over 500 voice characteristics, and makes a person’s voice just as unique and secure as a fingerprint. 
 

frankly creates a voiceprint based on the recording. The characteristics of the voice are recorded as a code and assigned to the respective person. On the next call, we can clearly and reliably verify a person’s identity with their voice after a few seconds. The security questions are omitted or are only used if voice recognition cannot be used (e.g. due to background noise).

The verbal content of the conversation cannot be intercepted or reconstructed based on the voiceprint. 

2.3. Is my voice always the same?

Your voice may sound different at times, for example due to hoarseness. Since we check around 500 different characteristics, it is still possible to clearly verify your identity via your voice. The system also recognises you if you speak to us in a different language. 

2.4. Does background noise interfere with voice recognition?

The system will detect a loud background noise or persistent background noise that overpowers your voice during a call. In this case, our client advisors will use the security questions to check your identity. 

2.5. Who can benefit from voice recognition?

All clients of legal age domiciled in Switzerland are able to benefit from voice recognition. Otherwise, the security questions will be used to verify a person’s identity.

2.6. What do I have to do to have my voiceprint created?

All you have to do is make a telephone call with us which includes at least 60 seconds of speaking time. We create your voiceprint based on these recordings – of course only after your identity has been clearly verified using security questions. Once this has been done, we can verify your identity for future calls using your voice.

If you don’t want us to create a voiceprint, please inform your client advisor on the phone. Your decision is recorded in our systems.

2.7. How long is the voiceprint stored?

The voiceprint will remain in our system until you revoke your permission or until the banking relationship is terminated. It is then automatically deleted. 

2.8. What do I have to do if I don’t want to create a voiceprint?

When you call us, you will be informed by an audio message saying that a voice print will be made. If you don’t want to do this, you can inform your client advisor on the phone. Your decision will be recorded in our systems and you will only need to tell us once.

Since voice recognition is a very secure and convenient process, we will take the liberty of contacting you again after a certain period of time to discuss the benefits of it.  

2.9. Can I delete a voiceprint that has already been created?

You can have your voiceprint deleted at any time. Let us know if you want us to do this by telephone or in writing (frankly App or web version). If you don’t want to have your identity verified by means of a voiceprint, you will be asked the security questions again each time you call.