This policy applies to all the websites we operate, our use of emails and text messages for marketing purposes, and any other methods we use for collecting information. It covers what we collect and why, what we do with the information, what we won’t do with the information, and what rights you have.
Who we are
In this policy, whenever you see the words (We’, ‘Us’ or ‘Our’), it refers to:
Call Handling Services Ltd. is a service provider to other businesses, providing technical solutions via telephone and the internet that facilitate and manage contact between organisations and their customers, clients and service users.
As per their descriptions in the GDPR:
We act as a data processor for our customers while executing the services we are contracted for.
We act as a data controller in maintaining business relationships with our customers, and a few isolated instances in executing the services we are contracted for.
We may collect and process the following data about you:
Personal information, such as name, postal address, phone number, email address, that you provide by filling in forms on our web site (www.callhandling.co.uk), when you contact us via telephone, register as a user for our service delivery web portals or register to use a web chat service that we provide to one of our clients so you can contact them. This includes information provided when you:
- enquire about our services;
- enquire about a specific product;
- request a call back;
- subscribe to receive one of our e-communications;
- respond to a campaign;
- submit a question to us or provide us with feedback.
What is Personal Information?
Under the EU’s General Data Protection Regulation:
Personal Data is defined as “any information relating to an identified or identifiable natural person (‘data subject’); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person”.
How we use the information we collect
We may process your personal data for our legitimate business interests. “Legitimate Interests” means the interests of our company in conducting and managing our business and providing you with the best services and products in the most secure way. These interests include:
- To ensure that content from our site is presented in the most effective manner for you and for your computer;
- To provide you with information about the services you have contracted us for including changes to functionality, technical developments or service outages;
- To provide you with information about our products, services, offers or technical developments that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes;
- To contact you regarding your opinions on our solutions and services which may be used for marketing, research and analysis, where you have consented to be contacted for such purposes;
- To help us identify you when you contact or visit us;
- For general administration purposes;
- To help us improve the quality of our solutions and services;
- To help us recover debts;
- When you communicate with us for customer service or other purposes (e.g., by emails, faxes, phone calls, tweets, etc.), we retain such information and our responses to you in the records of your account;
- To identify you when logging in to our web portal so that we can serve you the correct functions and services;
- To identify you when you use a web or SMS chat service, so that we can provide our clients access to previous chat conversations you may have had with them.
When we process your personal data for our legitimate business interests we always ensure that we consider and balance any potential impact on you and your rights under data protection laws.
If you have any concerns about the processing described above, you have the right to object to this processing. For more information on your rights please see “Your Right” section below.
Choice / opt-in and opt-out
Whenever the processing of your personal data requires your consent then you will be given the opportunity to opt-in or opt-out to having your contact details used as set out above, at the time your details are submitted. We will not include your details in any email marketing campaign without seeking your written consent first.
We will only share your details with a strategic partner if we feel that the strategic partner can offer you a service that we cannot, and then only as it relates to services you have discussed with us as being desirable. In these cases we will seek consent from you before doing so.
If you no longer wish to receive email or other promotional materials from us, you may opt-out of receiving these communications at any time by one of the following methods:
- by replying to the email with ‘unsubscribe’ in the subject line;
- by clicking on the ‘unsubscribe’ link at the bottom of the email (where it is provided);
- by writing to Call Handling Services, 167-169 Great Portland Street, 5th Floor, London, W1W 5PF;
- by calling us on 0333 321 0888.
Sharing your information
We may share your information for any of the purpose set out above with strategic partners or service providers who perform services on our behalf, such as PCI compliant payment service providers.
We may also disclose your personal information to third parties, if we are under a duty to disclose or share your personal data for legal or regulatory purposes, in relation to existing or future legal proceedings, for the prevention of fraud/loss or to protect the rights, property, safety of Call Handling Services staff, our customers or others.
Information is stored by us on computers located in the UK. We may transfer the information to other offices and to other reputable third-party organisations as explained above – they may be situated inside or outside the European Economic Area. We may also store information in paper files.
Call Handling Services have security protocols and policies in place to manage and record your data privacy and preferences correctly and that your data is stored securely to protect against its loss, misuse and alteration. Documentation can be supplied on request from our Data Protection Officer via email firstname.lastname@example.org.
Call Handling Services Ltd. take steps to ensure that any businesses that we share your data with will have security protocols and policies in place to manage and record your data privacy and preferences correctly and that your data is stored correctly.
Unfortunately, the transmission of data across the internet is not completely secure and whilst we do Our best to try to protect the security of your information we cannot ensure or guarantee that loss, misuse or alteration of data will not occur whilst data is being transferred.
We will keep your information only for as long as we need it to provide you with the goods, services or information you have required, to administer your relationship with us, to comply with the law, or to ensure we do not communicate with people that have asked us not to. When we no longer need information, we will always dispose of it securely, using specialist companies if necessary to do this work for us.
Job applicants, current and former Call Handling Services employees
When individuals apply to work Call Handling Services, we will only use the information they supply to us to process their application and to monitor recruitment statistics. Where we want to disclose information to a third party, for example where we want to take up a reference or obtain a ‘disclosure’ from the Barring Services we will not do so without informing them beforehand unless the disclosure is required by law.
Personal information about unsuccessful candidates will be destroyed or deleted.
Once a person has taken up employment with Call Handling Services, we will compile a file relating to their employment. The information contained in this will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with Call Handling Services has ended, we will retain the file in accordance with the requirements of our retention schedule and then delete it.
Under the data protection legislation, you have the right to request copies of your data, request rectification of your data, request erasure of your data, object to us processing your data, the right to prevent your data being used for direct marketing, request us to restrict the process and where our systems allow, the right to access a copy of the information we hold about you (a subject access request).
If you wish to exercise any of these rights please contact the Data Protection Officer in writing at Call Handling Services or by emailing email@example.com.
For more information about your rights under the Data Protection Act contact the Information Commissioner’s Office www.ico.org
Google Apps Disclosure
Call Handling’s use and transfer to any other app of information received from Google APIs will adhere to Google API Services User Data Policy, including the Limited Use requirements.