Privacy Policy
At CallCore, we are committed to protecting your privacy and ensuring that your personal information is handled securely and responsibly.
This Privacy Policy explains how we collect, use, store and protect personal data when you visit our website, contact us or use our call handling and telephone answering services.
CallCore is a trading style of Connect Communications Services Ltd, registered in England & Wales (company number 08850911).
We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and other applicable data protection legislation.
1. Information We Collect
We may collect and process the following types of personal information:
Personal Information
Full name
Business name
Email address
Telephone number
Business address
Information submitted through website contact forms
Details provided when enquiring about our services
Call Handling Information
When providing telephone answering and call handling services, we may process:
Caller names and telephone numbers
Call dates, times and durations
Messages and information provided by callers
Call recordings, where applicable
Appointment and booking information
Customer service enquiries and correspondence
Website Usage Information
When you visit our website, we may automatically collect certain technical information, including:
IP address
Browser type and version
Device information
Pages visited and time spent on our website
Referral sources
Cookie and analytics data, where applicable
2. How We Use Your Information
CallCore collects and processes personal information to:
Respond to enquiries and provide information about our services.
Deliver telephone answering and call handling services.
Record and forward messages to the appropriate recipients.
Manage customer accounts and service agreements.
Process payments and maintain financial records.
Communicate important service updates.
Improve our website, services and customer experience.
Monitor service quality and provide staff training.
Meet legal, regulatory and contractual obligations.
Prevent fraud and protect our systems against unauthorised access.
We only use personal information for legitimate business purposes and in accordance with applicable data protection laws.
3. Legal Basis for Processing Personal Data
Under the UK GDPR, we must have a lawful basis for processing personal information.
We may rely on the following legal bases:
Contractual Necessity: Processing personal information to provide services or take steps before entering into a contract.
Legitimate Interests: Processing information to manage our business, respond to enquiries, improve services and maintain security, provided these interests do not override individual rights.
Legal Obligations: Processing information where required to comply with applicable laws and regulations.
Consent: Processing information where you have provided consent, including certain marketing communications and non-essential website cookies.
Where we rely on consent, you can withdraw it at any time.
4. Call Handling and Telephone Answering Services
As a provider of professional call handling and telephone answering services, CallCore may process personal information on behalf of business clients.
In these circumstances, our clients will generally act as the data controllers, while CallCore acts as a data processor.
We process caller information according to our clients' instructions and applicable data protection requirements.
This may include collecting caller details, recording messages, forwarding enquiries, arranging appointments and managing customer communications.
Where required, we establish appropriate data processing agreements with our clients to ensure that personal information is handled securely and lawfully.
5. Call Recording
Certain calls may be recorded for quality assurance, training, dispute resolution or other legitimate business purposes.
Where call recording takes place, we ensure that an appropriate lawful basis applies and that callers receive the necessary information about the recording.
Call recordings are stored securely, with access restricted to authorised personnel.
Recordings are retained only for as long as necessary for their intended purpose or to meet applicable legal requirements.
6. Sharing Your Personal Information
We do not sell or rent personal information to third parties.
We may share information with trusted third parties where necessary to provide our services, including:
Business clients receiving call messages and customer enquiries.
Telephone and telecommunications service providers.
Customer relationship management (CRM) and communication platforms.
Website hosting and IT support providers.
Payment processing and accounting providers.
Professional advisers, where necessary.
Regulatory authorities or law enforcement agencies where legally required.
Where third parties process personal information on our behalf, we require appropriate contractual and security safeguards.
7. Data Security
CallCore takes reasonable technical and organisational measures to protect personal information against unauthorised access, loss, alteration, disclosure or misuse.
These measures may include:
Secure systems and password protection.
Restricted access to confidential information.
Secure data storage and transmission.
Staff training on data protection responsibilities.
Regular reviews of security procedures.
Appropriate safeguards for third-party service providers.
Although we take steps to protect personal information, no internet-based system can guarantee complete security.
8. Data Retention
We retain personal information only for as long as necessary to fulfil the purposes for which it was collected.
Retention periods depend on the type of information, the services provided and applicable legal or contractual obligations.
For example:
Customer account information may be retained throughout the business relationship and for an appropriate period afterwards.
Financial records are generally retained for six years in accordance with relevant UK record-keeping requirements.
Call recordings and messages are retained according to applicable retention policies and client agreements.
Website enquiries are retained only for as long as necessary to respond to the enquiry and manage any resulting business relationship.
When information is no longer required, we securely delete or anonymise it.
9. Cookies and Website Analytics
Our website may use cookies and similar technologies to improve functionality, understand visitor behaviour and enhance the user experience.
Cookies may include:
Essential Cookies: Necessary for the website to operate correctly.
Analytics Cookies: Help us understand how visitors interact with our website.
Functional Cookies: Remember preferences and improve website functionality.
Marketing Cookies: May be used to measure advertising performance and deliver relevant content.
Where required by law, we obtain consent before placing non-essential cookies on your device.
You can manage cookie preferences through our website's cookie settings, where available, or through your browser.
10. Your Data Protection Rights
Under the UK GDPR, you have certain rights regarding your personal information.
These may include:
Right of Access: Request a copy of the personal information we hold about you.
Right to Rectification: Request corrections to inaccurate or incomplete information.
Right to Erasure: Request the deletion of personal information in certain circumstances.
Right to Restrict Processing: Request that we limit how your information is processed.
Right to Data Portability: Request the transfer of certain personal information.
Right to Object: Object to processing based on legitimate interests or for direct marketing purposes.
Right to Withdraw Consent: Withdraw consent where processing relies on it.
These rights are subject to applicable legal conditions and exemptions.
To exercise your rights, please contact us using the contact details provided on our website.
Where we process personal information on behalf of a business client, we may refer your request to the relevant data controller.
11. International Data Transfers
Some third-party service providers may process or store personal information outside the United Kingdom.
Where international transfers occur, we ensure that appropriate safeguards are in place in accordance with UK data protection legislation.
These may include UK adequacy regulations, approved contractual safeguards or other lawful transfer mechanisms.
12. Third-Party Websites
Our website may contain links to external websites operated by third parties.
CallCore is not responsible for the privacy practices, security or content of these websites.
We recommend reviewing the privacy policies of any external websites before providing personal information.
13. Children's Privacy
Our services are intended for businesses and are not specifically directed towards children.
We do not knowingly collect personal information directly from children through our website for marketing purposes.
Where information relating to children is processed as part of our call handling services, we handle it in accordance with applicable data protection requirements and client instructions.
14. Changes to This Privacy Policy
We may update this Privacy Policy periodically to reflect changes in our services, business practices or legal obligations.
Any updates will be published on this page, together with the revised date.
We encourage visitors to review this Privacy Policy regularly.
15. Contact Us
If you have any questions about this Privacy Policy, how we process personal information or your data protection rights, please contact us through our website.
Company Details
Trading Name: CallCore
Registered Company: Connect Communications Services Ltd
Company Number: 08850911
Registered In: England & Wales
16. Complaints
If you have concerns about how we handle your personal information, please contact us so that we can investigate and address the issue.
You also have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's independent data protection regulator.
We encourage you to contact us first so that we have an opportunity to resolve your concerns.