How we use your information
This privacy notice tells you what to expect when the Callcloud Group Ltd collects personal information. It applies to information we collect about:
- visitors to our websites or social media channels;
- complainants and other individuals in relation to a data protection or freedom of information complaint or enquiry;
- people who use our services e.g. sign into an agreement to use our services or enquire about using our services.
- job applicants and current and former employees.
1. Visitors to our website
When someone visits www.berrytelecom.co.uk we use a third-party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website.
If we do want to collect personally identifiable information through our website such as via a contact form, we will be up front about this. We will make it clear when we collect personal information and will explain what we intend to do with it. If we receive an enquiry via one of our website forms, we are able to track activity on our site leading up to the enquiry. We are also able to see ‘last click’ information about where this enquiry originated e.g. via a Google search or Adwords campaign or from another website. Details received via our contact forms are not captured outside of Callcloud’s systems or shared with a third party.
Our website also uses a reverse IP look up application, this allows Berry to identify businesses that visit our website, this does not identify individuals. From time to time if these businesses are not CTPS or TPS registered, Berry will contact these businesses to offer assistance with their enquiry.
Like most websites, we use small text files called ‘cookies’ to help analyse how visitors use our website and to improve our service. Accepting cookies from this site will enhance your experience.
When we provide services, we want to make them easy, useful and reliable. Where services are delivered on the internet, this sometimes involves placing small amounts of information on your device, for example, computer or mobile phone. These include small files known as cookies. They cannot be used to identify you personally.
These pieces of information are used to improve services for you through, for example:
- enabling a service to recognise your device so you don’t have to give the same information several times during one task
- measuring how many people are using services, so they can be made easier to use and there’s enough capacity to ensure they are fast
1.2 3rd Party Widgets
1.3 People who use our Live Chat service
Our Live Chat feature is provided by Olark Live Chat, this helps us to answer enquiries in real time. If you use the Live Chat service we will collect the contents on the chat transcript which may include your name and email address if you have provided them. You can request a transcript of your Live Chat session if you provide your email address at the end of your session.
1.4 Links to other websites
Any links on our site to other sites were chosen carefully when the link was created. As time goes on it is possible that those sites may change ownership and hence the content on them. A link on our site does not necessarily represent an endorsement of the content on those sites. We encourage you to read the privacy statements on the other websites you visit.
1.5 Information we collect
The information we collect usually includes the following:
- Business name and job title
- Contact information including email address, telephone numbers, address and postcode
- The nature/content of your enquiry
Generally, this information is collected via user forms on our website and is sent to email@example.com or firstname.lastname@example.org or email@example.com, for reporting purposes it is also stored on our website database which is password protected with restricted access.
1.6 What we do with the information we collect
For information collected via the website, we will use this to contact you usually by telephone and sometimes by email. Your enquiry which may contain your contact details will be kept on file for a period of two years for reporting purposes. If your subsequently become a Berry customer or employee your personal details will be stored within our retrospective databases for the duration of the contract and for specified periods after the relationship has ended.
We do not use the information collected other than for contacting the person about their immediate enquiry. We do not use this information for future promotions unless the enquirer becomes a customers or employee and then we would only contact them with information relating to that specific relationship.
Any information collected will never be sold or shared with a 3rd party and is collected only for use by Berry Telecom Group Ltd.
Web forms are sent via Hypertext Transfer Protocol for Secure Communication (HTTPS) over Secure Socket Layer (SSL) technology, therefore information sent to and from our website is encrypted.
1.8 Controlling your information
On website forms where we intend to collect email addresses in order to send offers or other marketing messages, we will provide an opt out box.
If you want to check whether we have your information or not, in order to add or remove your details, contact us at firstname.lastname@example.org.
2. Comparison Website
We use a third-party comparison website called Expert Market which is used by internet users searching for phone system quotes. Expert Market provide Berry with the contact details of those that have requested quotes for a phone system via email. These contact details include names, addresses and email addresses and Berry will store these for 2 years. If the enquirer wishes to proceed with a sales consultation, Berry will store their contact details within its own internal system. We do not share your details with anyone else or transfer your details to any third party.
3. Business to Business Telephone Marketing
We use information from a third-party data provider, in which marketing consent is collected at source. We do not purchase data that is CTPS and TPS registered in accordance with the Privacy and Electronic Communication Regulations.
All our calls are recorded for training and monitoring service levels and are stored for a period of 3 years, the recipient of the call may request that the call not be recorded at any stage. Upon receiving a request to delete a call recording, Berry will ensure that these are deleted within 28 days.
If you agree to a visit from our sales executive to receive a quotation from us we will keep your contact details and information used to collate a quotation for a period of two, after which your information will be deleted from our records unless you subsequently become a customer.
4. People who contact us via social media
If you send us a private or direct message via social media the message will be stored within the social media platform. These messages have restricted access and will not be shared with any other organisations.
5. People who call us
When you call Callcloud we collect Calling Line Identification (CLI) information. We use this information to help ensure we’re providing the best possible service to our customers and that we’re meeting our service level agreements.
All our calls are recorded for training and monitoring purposes and are stored for a period of 3 years. Upon calling Berry, all callers will be advised that the call will be recorded, the caller may request that the call not be recorded at any stage. Upon receiving a request to delete a call recording, Berry will ensure that these are deleted within 28 days.
6. People who email us
Berry’s email system is secured using SSL (SHA256RSA) and supports TLS 1.0 / 1.1 / 1.2 on inbound and outbound SMTP Connections.
We will also monitor any emails sent to us, including file attachments, for viruses or malicious software. Please be aware that you have a responsibility to ensure that any email you send is within the bounds of the law
7. People who make a complaint to us
When we receive a complaint from a person we make up a file containing the details of the complaint. This normally contains the identity of the complainant and any other individuals involved in the complaint. We will only use the personal information we collect to process the complaint and to check on the level of service we provide.
We will keep personal information contained in complaint files. This means that information relating to a complaint will be retained in line with our policy for three years after the customer file is closed. It will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle.
Similarly, where enquiries are submitted to us we will only use the information supplied to us to deal with the enquiry and any subsequent issues and to check on the level of service we provide.
If you are contacted by us and are not TPS or CTPS registered and you wish to be taken off our database then please email email@example.com and your contact information will be removed from our database.
8. People who use our services
When you are a customer we hold your company information in order to fulfil the agreement and service level agreements held in the contract. All network billing data is held securely and our billing software is encrypted.
We will hold company contact information, contracts, invoice history and any call recordings for a period of three years after you leave us after which all private information is deleted. Our telephone system is fully encrypted which means names and telephone numbers are stored securely.
9. Your rights
Under the Data Protection Act 1998, you have rights as an individual which you can exercise in relation to the information we hold about you.
You can read more about these rights here – https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/
10. Access to personal information
Callcloud Group Ltd tries to be as open as it can be in terms of giving people access to their personal information. Individuals can find out if we hold any personal information by making a ‘subject access request’ under the Data Protection Act 1998. If we do hold information about you we will:
- give you a description of it;
- tell you why we are holding it;
- tell you who it could be disclosed to; and
- let you have a copy of the information in an intelligible form.
To make a request to the Berry Telecom Group Ltd for any personal information we may hold you need to put the request in writing addressing it to our Data Controller or writing to the address provided below.
If you agree, we will try to deal with your request informally, for example by providing you with the specific information you need over the telephone.
If we do hold information about you, you can ask us to correct any mistakes by, once again, contacting us by the address below.
11. Changes to this privacy notice
We keep our privacy notice under regular review. This privacy notice was last updated on 24th May 2018.
12. How to contact us
If you want to request information about our privacy notice you can firstname.lastname@example.org or write to:
Telecom Group Ltd
Berry Group House