Privacy Policy

1. Introduction

DmCalls ("we", "us", or "our") provides customer support and business process services including:

• Communication Channels: Phone, Email, Chat, Text, Social Media
• Business Services: E-commerce Support, Market Research, Lead Generation
• Data Services: Entry, Enrichment, Document Management
• Administrative Support: HR Services, Appointment Scheduling

This policy explains how we collect, use, and protect personal data in delivering these services.

2. Data We Collect

2.1 From Clients:

• Business contact information
• Service configuration preferences
• Access credentials for integrated systems

2.2 From End Users:

• Contact information (phone, email, etc.)
• Communication transcripts
• Service usage patterns
• Survey responses (for research services)

2.3 Automatically Collected:

• Call metadata (duration, time, caller ID)
• Chat logs and timestamps
• Website interaction data
• Device information for omnichannel support

3. How We Use Your Data

🔄 Service Operations

Purpose: Delivering contracted services
Examples:
✓ Call routing based on skillset
✓ Ticket creation & management
✓ Multi-channel response coordination
Legal Basis: Contractual necessity

🎯 Quality Enhancement

Purpose: Maintaining service standards
Examples:
✓ Call recordings for training
✓ Interaction grading systems
✓ Customer satisfaction analysis
Legal Basis: Legitimate interest

📈 Performance Analytics

Purpose: Improving our services
Examples:
✓ Response time optimization
✓ Service channel utilization reports
✓ AI-driven process improvements
Legal Basis: Consent or legitimate interest

⚖️ Legal Compliance

Purpose: Meeting regulatory obligations
Examples:
✓ Fraud detection systems
✓ Law enforcement cooperation
✓ Industry-specific regulations (HIPAA, PCI DSS)
Legal Basis: Legal obligation

4. Data Sharing

We may share information with:

• Subprocessors: Cloud providers, CRM platforms
• Client Organizations: When providing support on their behalf
• Legal Authorities: When required by law

We never sell personal data.

5. International Transfers

Data may be transferred globally to:

• Our regional support centers
• Cloud service providers
• Client-designated systems

All transfers comply with applicable data protection laws.

6. Data Retention Policy

We retain information only as long as necessary for business and legal purposes. All data is securely disposed when no longer needed.

📞 Communication Records

• Call recordings
  Retained for 90 days
  Automatically deleted after resolution period

• Chat transcripts
  Retained for 120 days
  Includes all messaging platforms

• Email threads
  Retained for 1 year
  Archived quarterly for quality review

🗃️ Account & Operational Data

• Client configurations
  Retained while active + 30 days
  Backups purged during account closure

• Service metrics
  Retained for 3 years
  Anonymized after 12 months

• Billing records
  Retained for 7 years
  Required for financial compliance

📢 Marketing Information

• Contact lists
  Retained until consent withdrawal
  Processed within 30 days of request

• Campaign analytics
  Retained for 2 years
  Aggregated without identifiers after

• Cookie data
  Retained for 13 months
  Browser-controlled expiration

7. Security Measures

We implement:

• Encrypted communications (TLS, SRTP)
• Role-based access controls
• Regular security audits
• SOC 2 compliant infrastructure

8. Your Rights

Individuals may request:

• Access to their data
• Correction of inaccuracies
• Deletion where applicable
• Portability of their data
• Restriction of processing

Submit requests to: [Data Request Email]

9. Service-Specific Provisions

9.1 HR Support Services

• Extra protections for employee data
• Limited access protocols
• Special retention rules

9.2 Market Research

• Optional anonymization
• Aggregated reporting available
• Respondent opt-out mechanisms

9.3 E-commerce Support

• Payment data handled per PCI DSS standards
• Order visibility limited to necessary agents

10. Policy Updates

We will notify users of material changes via:

• Website banners
• Email notifications (for clients)
• Service portal announcements

11. Contact Us

Data Protection Officer:
📧 [DPO Email]
📞 [Compliance Phone Number]

EU Representative (if applicable):
[Name/Address]