PRIVACY POLICY
Corporate Headquarters:
Nacogdoches, Texas
Etech GS, LLC
1903 Berry Drive, Nacogdoches, TX 75964
Tel: 936-559-2200 Fax: 936-559-2225
This privacy policy sets out how Etech Global Services, LLC uses and protects any information you may provide when you access and use this website.
Etech Global Services is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, you can be assured it will only be used in accordance with this privacy statement.
Etech Global Services may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are comfortable with any changes. This policy is effective from May 24, 2018.
What we may collect:
- Name and job title
- Contact information, i.e. Telephone number, email address, etc.
- Demographic information such as postcode, preferences and interests
- Other information relevant to customer surveys and/or offers
What we do with the information we gather:
The information is used to understand your needs and provide you with a better service, and for the following reasons:
- Internal record keeping.
- To improve our products and services.
- Periodically send promotional emails about new products, special offers or other information we think you may find interesting
- From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, or mail. We may use the information to customize the website according to your interests
Information Security
We are committed to ensuring that your information is completely secure. In order to prevent unauthorized access or disclosure, we have established physical, electronic, and managerial procedures to safeguard and secure the information we collect online.
How we use cookies
A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added, and the cookie helps analyze web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyze data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information
We will not sell, distribute or lease your personal information to third parties unless we have your explicit permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting.
If at any point, you would like to opt-out of receiving our newsletters, please click on the ‘Unsubscribe’ link at the bottom of any newsletter you receive, or if you would like to change the channels that we use to contact you, modify your information, you can email us stating your preferences, at info@etechgs.com.
You may request details of personal information which we hold about you under:
The Data Protection Act 1998, and the Data Protection Act 2018
GDPR – If you are in a country within the European Union
CCPA – If you are a resident of California
- If you would like a copy of the information held on you
- If you believe that any information, we are holding on you is incorrect or incomplete
- If you would like to request that your information be promptly removed from our systems
You may submit your request at any time:
- EMAIL: Privacy@etechgs.com
- PHONE: 1-844-965-0276
Controlling your personal information
Under certain circumstances, by law, you have the following rights in relation to your personal data:
- A right of access to your personal data held by us
- A right to receive your personal data in machine-readable format
- A right to object to processing of your personal data where we are relying on legitimate interests (or those of a third party) for a particular purpose and you believe your circumstances mean you are unjustifiably prejudiced by this processing and where we do not have compelling legitimate interests to override such objection
- A right to ask us not to process your personal data for direct marketing purposes (including profiling for the purpose of direct marketing) and you can find out more information about how to unsubscribe or adjust your marketing preferences under ‘Controlling your personal information’ section within this policy.
- Where we have sought your consent to use your personal data for a particular purpose, a right to withdraw you consent at any time. You can do that by the methods set out in this Privacy Policy or by any other method we inform you of when seeking your consent
- A right in certain circumstances to have inaccurate personal data rectified, blocked, erased or destroyed; and a right to complain to your data protection supervisory authority.
In order to protect you, we reserve the right to verify your identity before processing any such request. If you contact us in relation to your rights, we will do our best to accommodate your request or objection.
Etech Call Recording Policy:
Purpose and Scope
This policy governs the recording, storage, and protection of all customer service and business-related calls within Etech’s BPO operations. It applies to all employees, contractors, and third parties who handle recorded calls within Etech or on Etech’s behalf.
Purpose of Call Recording
Calls are recorded for the following purposes:
Quality Assurance and Training
Calls are recorded for the following purposes:
Quality Assurance and Training
- Monitoring performance and adherence to scripts
- Identifying areas for improvement in customer service
- Training agents using real-world examples
- Conducting performance evaluations
Compliance and Risk Management
- Maintaining documented evidence of transactions and agreements
- Ensuring compliance with regulatory requirements
- Protecting against potential disputes or legal claims
- Verifying adherence to required disclosures and procedures
Customer Experience Enhancement
- Analyzing customer interactions to improve service delivery
- Identifying common customer issues and pain points
- Gathering insights for process improvement
- Validating customer feedback and concerns
Notification Requirements
- All callers will be informed that their call may be recorded before the recording begins
- Agents will obtain verbal consent where required by local laws
- Clear disclosures will be provided through IVR messages and during live conversations
- Opt-out procedures will be available where required by law
Data Storage and Protection
Storage Infrastructure
- All recordings will be stored on encrypted servers using a minimum standard of AES 256
- Backup systems will maintain redundant copies in separate protected locations
- Cloud storage will comply with relevant data protection standards as set forth by Etech’s Information Security Policy and Data Protection Standards
- Access to recordings will be restricted through secure authentication methods
Retention Period
- Standard calls: 36 months from recording date
- Dispute-related calls: 7 years from resolution date
- Compliance-related calls: As required by applicable regulations
- Training materials: Until superseded or obsolete
- Client Call under Processor Agreement – According to Contract Requirement
Security Measures
- End-to-end encryption for all stored recordings
- Regular security audits and vulnerability assessments
- Access logging and monitoring systems
- Automated alerts for unauthorized access attempts
Access Controls
- Role-based access permissions
- Multi-factor authentication for all users (Dependent on business and compliance requirements associated with scope of project)
- Regular access review will be conducted
- Documented approval process will be in place for all access requests
Data Handling and Privacy
- Personal Information Protection Sensitive data will be masked or redacted when possible
- Access to full recordings will only be accessible to authorized personnel
- Regular privacy impact assessments will be conducted regularly
- We comply with relevant privacy laws and Governance Requirements (GDPR, CCPA, HIPPA, PCI-DSS, etc.)
Third-Party Access
- Strict vetting process for all third-party service providers
- Confidentiality agreements such as (DPA, BAA, etc.) will be required
- Regular audit of third-party compliance to be done
- Access to recordings will be limited based on business need
Compliance Requirements
Regular Audits
- Quarterly internal audits of recording systems
- Annual external compliance reviews will be conducted
- Regular testing of security controls
- Documentation of all audit findings
Training Requirements
- Initial training for all personnel with recording access
- Annual refresher courses on data protection and privacy will be provided
- Regular updates on policy changes will be shared with relevant personnel
- Documented completion of all security and privacy training
Incident Response
Security Breach Procedures
- Immediate notification to management
- Investigation will be conducted and documented
- Customer will be notified when required by law
- Remediation and prevention measures will be implemented
Business Continuity
- Backup recording systems will be in place
- Recovery time objectives will be defined
- Regular testing of recovery procedures
Policy Review and Updates
- Annual policy review required
- Updates based on regulatory changes will be made from time to time
- Documentation of all revisions will be done
- Communication of changes to all stakeholders
This Privacy Policy outlines the call recording practices and measures in place to protect data and ensure compliance. We are committed to maintaining the highest standards of privacy and security.
Email Usage
In order to protect you, we reserve the right to verify your identity before processing any such request. If you contact us in relation to your rights, we will do our best to accommodate your request or objection.
You may visit this page periodical, for updates to this policy.
Contact Us
If you would like to receive further information about this policy or any of our safeguards, please contact Security: The Compliance Office, 106 North John Redditt Drive, Lufkin, Texas, 75901, or email: Privacy@etechgs.com.
By using our site, you consent to our privacy policy.