Callnovo HR Privacy Policy

  • Home
  • Terms and Conditions
Here at Callnovo we take your privacy and the processing of your personal data very seriously. Therefore, we have prepared this Privacy Policy where we describe our contact details, information regarding what personal data we process and what rights you have towards us and how you may defend them. Always feel free to contact our customer support if you have any questions about our processing of personal data or this Privacy Policy.

Contact Details to the Controller

What is personal data?

“Personal data” is any information relating to an identifiable or identified person (you as a user). An identifiable person is someone who can be identified, directly or indirectly, for example by reference to an identification number or to one or more factors specific to his or her physical, physiological, mental, economic, cultural or social identity.

Personal data which we handleabout you as a CSR (Customer Service Representative)

On the ground of your role as a CSR, we will be collecting, storing, and processing certain personal data about you. We do so for collecting information about you during the recruitment phase before you become a CSR, to enable you to carry out your tasks set out in the CSR agreement, for quality assurance purposes, and for fulfilling our obligations toward our customers who you service.

The personal data which we may store are your:
  • – Name
  • – Email address
  • – Phone number
  • – Physical address
  • – Payment details
  • – Date of birth
  • – National identification number/tax number/VAT number
  • – Professional details, such as occupation and work history, education, annual/monthly income
  • Photos/images
  • – gender
  • – IP Address, Face ID and content on your computer screen (if you as agent work from home)

Our legal ground for this processing is that it is necessary for us to perform according to our legal obligations toward the customers you service, and as it is necessary for our legitimate purposes.
Additionally, we alsomay collect and process your records of criminal convictions and offences, that you provide to us, and which constitute special categories of personal data that require special caution in our treatment. We collect this information for quality assurance toward our clients when you are first recruited by us, and we may share this information with them subject to your prior consent each time. We store these personal details about you for as long as the freelance agreement you have entered into is effective and for 5 years thereafter.

Third-party websites

When using our site, you may be directed to third-party websites beyond our sphere of influence. We are not responsible for the content or the privacy policy on such other sites. For quality control purposes, when working with our clients, the calls you make over our VoIP servers and the tasks you perform on your monitor will be recorded. These services include for recording your monitor, [Callnovo CRM, Zendesk CRM, Salesforce CRM] as our VoIP service provider, and [Amazon Cloud] as server provider. In our data processing agreement with the aforementioned service providers, it is agreed that they will act with strict integrity with respect to your personal data.


A cookie is a small piece of data that may be stored on your computer or mobile device, used to allow the website to “remember” you and your preferences over time. Session cookies are stored for only a brief amount of time (up to 30 minutes after your visit), while persistent cookies can be stored for up to 12 months after your last visit of the website. You can manage the cookies and whether you accept cookies or not on your computer or mobile device by accessing the browser settings. For most browsers, you are able to categorically accept, refuse or delete cookies at all times.


We are committed to securing personal information and any data we collect from clients. We use physical, technical and organisational security safeguards to help protect your personal data that we have collected from unauthorised access and third parties. As a company incorporated in Canada, and as our servers and operations may be run from different parts of the world, your personal data may be transferred outside EU/EEA if you are a resident of the EU. Regardless, we have taken measures to ensure that your personal data is treated safely and is kept with processors and web server providers with high privacy standards.

Summary of your rights towards us:

You have the possibility to claim several rights towards us. Such rights are listed here and thereafter described in detail below. You find our contact details at the top of this Privacy Policy.

  • – Right to be forgotten
  • – Right to withdraw consent
  • – Right to access
  • – Right to rectification
  • – Right to restriction of processing
  • – Right to object
  • – Right to complain with a supervisory authority

Right to be forgotten

You have the right to request that we delete any personal data that we process about you. We will delete the data as soon as possible, but at least within one month’s time. If the personal data is needed for fulfillment of our contractual duties towards you or to preserve it with legal ground, we will however not delete the information until the data is no longer needed. We will also, without your explicit demand, delete such personal data that we have collected but do not longer have a lawful right to process. We will inform you about this, if it would occur.

Right to withdraw consent

You have the right to withdraw your given consent at any time. If you do so, we will erase such personal data which is not subject to any other legal ground than your given consent. The erasure will be done as soon as possible. Please note that your withdrawal of consent does not oblige us to erase personal data which is processed based on a contractual relationship or any other legal ground.

Right of access

You have, at any time, the right to receive confirmation from us as to whether personal data concerning you are being processed. You have also the right to access that personal data and to receive the following information:

  • a) The purposes of the processing
  • b) The categories of personal data concerned
  • c) The recipients or categories of recipients to whom personal data have been or will be disclosed
  • d) The envisaged period for which the personal data will be stored or the criteria used to determine that period
  • e) The existence of automated decision-making and profiling

Right to rectification

You have, at any time, the right to demand us to correct any inaccurate personal data within a month’s time. You have also the right to complete incomplete personal data, taking into account our purposes of the processing, by the means of providing a supplementary statement.

Right to restriction of processing

You have, instead of demanding us to delete any data, the right to demand us to restrict our processing of your personal data. This may be achieved if

  • a) You have reason to believe that the accuracy of the personal data is not correct, and the restriction shall be in place during a period that allows us to verify the accuracy of the personal data
  • b) The processing is unlawful but you don’t want us to delete the personal data
  • c) We no longer need the personal data for the purposes of the processing, but they are required by you for the establishment, exercise or defense of legal claims
  • d) The envisaged period for which the personal data will be stored or the criteria used to determine that period

Right to object

You have the right to object, on grounds relating to your particular situation, at any time to processing of personal data concerning you. This can be done when the personal data is processed as part of automated decision-making, including profiling, and direct marketing, if such processing would be carried out (see “Personal data that we process” above).

Right complain with a supervisory authority

You have, at any time, the right to lodge a complaint with a supervisory authority regarding our processing of your personal data. Regardless of where we carry out our business, even if it would not be in the member state which is your country of residence, you have the right to lodge your complaint to your national supervisory authority. Please follow to the link below to find the contact details to your national supervisory authority:

About this Privacy Policy

With regard to the General Data Protection Regulation (EU) 2016/679 (“GDPR”), we must disclose what personal data we collect and process about you, and for what purposes. In this Privacy Policy, you find all such information that we are obliged to inform you.

The Regulation in its entirety in your language, may be accessed by following this link:

Would you like to defend your rights, which are listed in this Privacy Policy, you may contact us using the contact information listed above.