Effective Date: 1st Jan 2025
1. Introduction
D2MPRO LTD. ("we," "our," or "us") operates as an inbound call center in India, handling customer interactions for businesses based in the USA. This Privacy Policy outlines how we collect, use, store, and protect personal information in compliance with applicable data protection laws, including the General Data Protection Regulation (GDPR), California Consumer Privacy Act (CCPA), and Telephone Consumer Protection Act (TCPA).
2. Information We Collect
We collect and process the following types of personal information during call interactions:
- Personal Identifiable Information (PII): Name, contact details, email address.
- Call Data: Call recordings, chat transcripts, and inquiry details.
- Payment & Billing Information: If required for processing customer requests (secured & encrypted).
- Technical Data: IP addresses, device information, and call logs for security and compliance.
3. How We Use Your Information
We use collected data for the following purposes:
- To provide customer service and support.
- To verify identity and process customer inquiries.
- To monitor call quality and agent performance.
- To comply with legal and regulatory requirements.
- To enhance security and prevent fraud.
4. Data Sharing & Third-Party Disclosure
We do not sell or rent personal data. However, we may share information with:
- Client Companies: As part of service delivery.
- Regulatory Authorities: If legally required for compliance.
- Service Providers: Such as cloud storage, IT support, and analytics, under strict confidentiality agreements.
5. Data Storage & Security
- All data is stored in secure servers with encryption protocols.
- Access to personal data is restricted to authorized personnel only.
- We implement firewalls, encryption, and two-factor authentication to prevent unauthorized access.
6. Call Recording & Customer Consent
- Calls may be recorded for training and quality purposes.
- Customers are notified at the beginning of each call about recording.
- Consent is obtained in compliance with US regulations, including TCPA and state laws.
7. Data Retention Policy
- Personal data is retained only as long as necessary for service delivery and compliance.
- Call recordings are deleted after [X] days unless required for legal reasons.
- Customers can request data deletion as per CCPA and GDPR rights.
8. Customer Rights
Customers have the right to:
- Access, correct, or delete their personal data.
- Request details on how their data is used.
- Opt-out of call recordings where applicable.
9. Compliance with US & Indian Data Laws
We comply with:
- CCPA (California Consumer Privacy Act) for California residents.
- GDPR (General Data Protection Regulation) for data security and privacy.
- IT Act, 2000 (India) for data processing within India.
10. Contact Us
For privacy concerns or data requests, please contact:
📧 Email: support@d2mpro.in
By using our services, you acknowledge and agree to this Privacy Policy. We reserve the right to update this policy periodically.