1. Introduction

Oxyvin provides customer engagement and contact-center services, including outbound calling, inbound callback support, overflow support, multilingual customer engagement and related operational services.

2. Information We Collect

Depending on the nature of our relationship with you, we may process:

  • Website and enquiry information: name, business email address, telephone number, company name, job title and information submitted through enquiry forms.
  • Customer and prospect information processed as part of our services: name, telephone number, email address, customer or prospect identifiers, lead or enquiry information, interaction history, call outcomes and information provided during customer interactions.
  • Operational information: call records, call recordings where enabled and legally permitted, agent activity and login information, campaign and performance information, and technical/system information.
  • Workforce information: identity and contact information, bank/payment information, tax-related information, contractual and assignment information, attendance or service-day records, and information required for lawful engagement and payment.

3. How We Use Information

We may process information to:

  • Deliver contracted customer engagement services.
  • Contact customers, prospects or leads on behalf of our clients.
  • Manage campaigns and assignments.
  • Monitor and improve service quality.
  • Maintain call and operational records.
  • Provide reports and performance information to clients.
  • Maintain security and prevent unauthorised access or misuse.
  • Communicate with customers, prospects, suppliers and contractors.
  • Process payments and meet tax or accounting obligations.
  • Respond to enquiries and support requests.
  • Comply with applicable legal and regulatory requirements.
  • Establish, exercise or defend legal claims.

4. Client-Provided Information

When a client provides personal information to Oxyvin for a customer engagement campaign, Oxyvin generally processes that information to provide services under the client’s instructions and contractual requirements. The client may determine the purposes for which such information is processed, while Oxyvin operates the relevant customer engagement activities. Specific responsibilities between Oxyvin and the client are established through the applicable agreement, statement of work and data-processing terms.

5. Data Sharing

We may share information with authorised personnel and contractors who require access to perform their responsibilities; technology and service providers supporting our operations; clients where the information relates to services being performed for that client; professional advisers, auditors or legal representatives where appropriate; government authorities or law-enforcement bodies where legally required; and successors or counterparties in connection with a merger, acquisition, restructuring or transfer of business.

We do not sell personal information as a business model.

6. Data Retention

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, contractual requirements, legitimate business needs, dispute resolution, security, accounting, tax and legal obligations. Client-provided information may be retained or deleted according to the applicable client agreement and documented instructions.

7. Data Security

Oxyvin maintains reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure. Security measures may include access controls, authentication, system permissions, data masking, secure systems, monitoring, contractual confidentiality obligations and operational controls. No electronic system can be guaranteed to be completely secure.

8. Individual Rights and Requests

Depending on applicable law and the nature of the processing, individuals may have rights relating to their personal information, including rights concerning access, correction, deletion, consent withdrawal or grievance/complaint mechanisms. Where Oxyvin processes information on behalf of a client, we may direct the individual to the relevant client where that client is responsible for determining the purpose and legal basis of the processing.

9. Children’s Information

Our services are primarily intended for businesses and their customers, prospects and users. We do not knowingly seek to collect personal information from children except where such information is legitimately provided as part of a client’s service and handled in accordance with applicable law.

10. International Data Transfers

Where information is transferred, stored or processed outside the individual’s jurisdiction, Oxyvin will take reasonable steps to ensure that such processing is conducted in accordance with applicable contractual and legal requirements.

11. Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our services, technology, contractual practices or applicable law.

12. Contact Oxyvin

Questions about this policy?

Reach out to our team and we’ll be glad to help.

Talk to Oxyvin