Telephone calls*
Telephone calls to should be answered bilingually (Bore da, Prifysgol Bangor / Bore da John Jones etc.)
The Welsh Language Standards require us to make it explicit that a Welsh language service is available. It is, therefore, recommended that staff say: Fyddech chi’n hoffi derbyn y gwasanaeth yma yn Gymraeg? / Would you like to receive this service in Welsh?
If a caller wishes to speak Welsh, the call must be dealt with in Welsh as far as possible, until it becomes necessary to transfer the call to a non-Welsh speaking member of staff as no Welsh speaking member of staff is available to provide a service on that specific subject matter.
When advertising telephone numbers, you must state that the University welcomes calls in Welsh (Mae croeso i chi gysylltu gyda’r Brifysgol yn Gymraeg neu Saesneg / You are welcome to contact the University in Welsh or English).
Central and departmental answering machines messages will be bilingual and will explicitly state that it is possible to leave a message in Welsh.
Automated telephone services must be available bilingually.
Welsh speaking students (as recorded in Banner) should be called by Welsh speaking members of staff whenever possible.
When you call members of the public / representatives of public bodies in Wales for the first time, ask what language they would like to use on the phone when dealing with the matter in hand and keep a record of this.
Language preferences for telephone calls should be respected as calls are transferred between individuals / departments. If transferring a call, please let the other member of staff know that the call has been conducted in Welsh to that point.
* these guidelines refer to calls in relation to University services
Useful Recordings
