1. How does One Contact Center protect your personal data?

One Contact Center highly values your privacy rights and is committed to safeguarding your personal data. We want you to feel confident that your information is well-protected when you engage with One Contact Center.

One Contact Center protects your personal data in line with applicable laws and our data privacy policies. We also implement appropriate technical and organizational measures to protect your data from unauthorized or unlawful processing, as well as from accidental loss, alteration, unauthorized access, disclosure, or destruction.

In the following sections, you will find more details on how One Contact Center manages your personal data:

What categories of personal data do we collect, and how do we handle it?

One Contact Center collects personal data from various groups, including employees, potential employees, clients and their current, former, or prospective employees and directors, suppliers, business contacts, shareholders, and website users. If we collect data not specified in this privacy statement, we will provide individuals with appropriate notice (as required by law) about the additional data collected and its intended use.

The personal data we collect includes categories detailed in sections such as “How do we use personal data when you visit One Contact Center’s website?”, “How do we use cookies and other tracking technologies?”, “How do we use personal data when you visit our offices?” and “How do we use personal data for marketing purposes?”. Additional categories of personal data may also be outlined in this privacy statement or other notices provided to you.

A chart below outlines the categories of personal data we collect:

Additionally, for recruitment and employment purposes, as well as to offer assessment and HR consultancy services to our clients, One Contact Center may process the personal information detailed in the table below.

Except for information required by law or by One Contact Center policies (including the management of an employment relationship), providing any personal data to us is entirely voluntary. Therefore, you will not face any negative consequences if you choose not to share your personal data. However, please be aware that failing to provide certain information may prevent us from fulfilling some or all of the purposes outlined in this privacy statement, and you may not be able to access certain tools and systems that require such data.

If you provide us with personal data about another individual (such as a potential employee or referral), you are responsible for ensuring that the individual is informed about this privacy statement and has consented to share their information with One Contact Center.

The personal data we collect may come directly from you (for instance, when you sign up for a newsletter or register to comment on a forum) or indirectly from third parties (such as through our website’s technology). These third parties include our affiliates, public authorities, public websites and social media, suppliers, clients, and vendors. Again, your decision to provide any personal data is voluntary, and not providing certain information may limit our ability to fulfill the purposes described in this privacy statement.

For what purposes and on what legal basis do we use your personal data?

One Contact Center utilizes your personal data solely for specified purposes. Please refer to the table below for (i) a list of purposes for which we use your personal data and (ii) an overview of the legal basis for each purpose.

Purpose	Legal Basis
Managing our contractual and/or employment relationship with you.	Necessary for the performance of a contract to which you are a party.
Recruitment.	Justified on the basis of our legitimate interests for ensuring that we recruit the appropriate employees.
Facilitating communication with you, which may include AI-powered support capabilities (including facilitating meetings, meeting recaps, email suggested content, communication in case of emergencies, and to provide you with requested information).	Justified on the basis of our legitimate interests for ensuring proper communication and emergency handling within the organization.
Operating and managing our business operations including or being part of the provision of our services to our clients and their employees/contractors and their customers, for example in collecting their data as part of surveys/assessments/psychometrics, data analytics, Marketing research or other purposes.	Justified on the basis of our legitimate interests for ensuring the proper functioning of our business operations.
Complying with legal requirements.	Necessary for the compliance with a legal obligation to which we are subject.
Monitoring your use of our systems (including monitoring the use of our website and any apps and tools you use).	Justified on the basis of our legitimate interests of avoiding non-compliance and protecting our reputation.
Social listening (Identifying and assessing what is being said about One Contact Center and our clients on social media (only publicly accessible content) to understand sentiment, intent, mood and market trends and our stakeholders’ needs and thereby improving our services. We do this through key-word searches and our goal is to gain insights in conversation trends over a specified period and not to identify an individual. To achieve this, we analyze and monitor conversation streams and monitor publicly available opinions, statements or other interactions on social media channels.)	Justified on the basis of our legitimate interest of protecting our assets and our brand on social media
Improving the security and functioning of our website, networks and information.	Justified on the basis of our legitimate interests for ensuring that you receive an excellent user experience and our networks and information are secure.
Undertaking data analytics, i.e. applying analytics to business operations and data to describe, predict and improve business performance within One Contact Center and/or to provide a better user experience, including the use of AI (e.g., machine learning). This includes marketing analytics and analytics related to the organization of events/meetings. (more details on how we run analytics on our website can be found in our cookies policy)	Justified on the basis of our legitimate interests for ensuring the proper functioning of our business operations.
Marketing our products and services to you (unless you objected against such processing, as further described in the section “How do we use personal data for marketing purposes?” below).	Justified on the basis of our legitimate interests for ensuring that we can conduct and increase our business.
Audio, video and transcription captured during live/recorded events and meetings (including virtual events/webinars) to inform interested stakeholders about the content of such events/meetings (including online publication of recordings for marketing purposes).	Based on your informed consent obtained prior to the event.
Specific Recruitment/Employment Purposes	Legal Basis
Assess your suitability for employment for the role for which you are applying, as well as future roles that may become available.	Justified on the basis of One Contact Center’s legitimate interests of ensuring that it recruits the appropriate employees.
Manage your application.	Justified on the basis of One Contact Center’s legitimate interests of ensuring that it recruits the appropriate employees.
Facilitate communication with you.	Justified on the basis of One Contact Center’s legitimate interests of ensuring proper communication within the organization and with you.
Perform administrative functions (e.g. reimburse you for interview-related expenses).	Justified on the basis of One Contact Center’s legitimate interests of ensuring that it recruits the appropriate employees.
Perform data analytics, including analysis of our applicant pool in order to better understand who is applying to positions at One Contact Center and how to attract and keep top talent.	Justified on the basis of One Contact Center’s legitimate interests of ensuring that it continually improves its recruitment processes.
In some cases, record your online interview for review by additional recruiters and hiring managers.	Justified on the basis of One Contact Center’s legitimate interests of ensuring that it recruits the appropriate employees.
If you register on our Careers website, we will enter you into a database to receive future mailings about One Contact Center positions and events. You may also receive personalized job recommendations while browsing our Careers website.	Justified on the basis of One Contact Center’s legitimate interests of ensuring that it recruits the appropriate employees.
Transfer your contact information, education data, employment data, application information and the CV, all as supplied by you in our recruitment system, to a site that we maintain to notify you about new positions that may be of interest to you.	Justified on the basis of One Contact Center’s legitimate interests of ensuring that it recruits the appropriate employees.
Administration of employee benefits	Justified on the basis of One Contact Center’s legitimate interests of ensuring that our employees receive the applicable benefits.
Perform any legally-required reporting and respond to legal process.	Compliance with a legal obligation.
Specific alumni information related purposes	Legal Basis
To enable alumni to search for and locate you via the directory if you are registered as an One Contact Center alumnus/alumna.	Justified on the basis of our legitimate interests of offering users the possibility to use the Alumni Site to contact other alumni.
Provide users of the Alumni Site with a customized experience on the Alumni Site, including personalization services such as News and Events and interactive communications.	Justified on the basis of our legitimate interests of providing our users with a customized experience.
To research and analyze our alumni demographics, interests and behavior in an aggregated form.	Justified on the basis of our legitimate interests to better understand and serve our users and improve the Alumni Site and its offerings.
To contact alumni periodically with communications about events, publications or employment opportunities with One Contact Center, which we feel might interest you, unless you ask not to be contacted. You will have an opportunity to opt out of receiving further messages.	Justified on the basis of our legitimate interest for ensuring proper communication with, and sending marketing to, our alumni.
To share alumni information with other internal One Contact Center systems, specifically our internal sales tool (salesforce.com), to contact you with industry relevant information.	Justified on the basis of our legitimate interest for ensuring proper communication with, and sending marketing to, our alumni.

Where the table indicates that we rely on our legitimate interests for a specific purpose, we believe that these interests are not outweighed by your own interests, rights, or freedoms. This conclusion is based on several factors: (i) the transparency we maintain regarding processing activities, (ii) our commitment to privacy by design, (iii) our regular privacy assessments, and (iv) the rights you possess concerning these processing activities. If you would like more information about our balancing test approach, please reach out to One Contact Center’s Data Privacy Officer.

We will process your personal information for the purposes outlined above based on your prior consent, where such consent is required by applicable laws.

If you are prompted to click on or check “I accept,” “I agree,” or similar buttons/checkboxes in relation to a privacy statement, your action will be interpreted as granting your consent to process your personal information, but only where such consent is mandated by law.

We will not utilize your personal information for purposes that conflict with those for which you have been informed, unless such use is required or permitted by law, or it is essential for your vital interests (such as in a medical emergency).

Will we share your personal data with third parties?

We may share personal data with our service providers, professional advisors, public and governmental authorities, One Contact Center companies/affiliates, or third parties in connection with the operation of One Contact Center’s business, including any (potential) corporate or commercial transactions, as well as clients if the data has been processed to deliver client services. These third parties may be located in other countries. Before transferring your personal data, we will take the necessary measures to ensure adequate protection in accordance with relevant data privacy laws and One Contact Center’s internal policies. Additionally, One Contact Center may transfer your personal data to any of its global affiliates or partners to facilitate visits to our locations. For more information on the types of personal information we may share, please refer to the section titled "Which categories of personal data do we collect and how do we process such personal data?"

• We share your information with third-party service providers who assist us in delivering various services, such as billing, payment processing, customer support, email distribution, advertising and marketing, security and performance monitoring, account maintenance, order processing and fulfillment, customer information verification, research, data hosting, auditing, and data processing.
• Additionally, we may share your information to safeguard the legal rights, safety, and security of One Contact Center, our affiliates, users, or the public. This includes measures to protect against fraud and malicious activities.
• Furthermore, your information may be used for other business purposes outlined in this privacy statement or for any other purpose communicated to you at the time of data collection or with your consent.

We may also share your information in connection with significant corporate transactions, such as the sale of a website, a merger, consolidation, asset sale, initial public offering, or in the rare event of a bankruptcy.

Unless otherwise notified, any transfer of your personal data from within the European Economic Area (EEA) to third parties outside the EEA will be based on an adequacy decision or governed by standard contractual clauses (which can be obtained through the contact information provided below). Any other transfers of your personal data outside the EEA will comply with appropriate international data transfer mechanisms and standards.

What about sensitive data?

We generally do not seek to collect sensitive data, as defined in the second paragraph below (also known as special categories within the EEA), through this site or by other means. In the limited cases where we do collect such data, we will comply with data privacy law requirements and/or request your consent.

The term "sensitive data" refers to various categories of personal data identified by data privacy laws that require special handling. This may include, in some circumstances, the need to obtain explicit consent from you. Categories of sensitive data include racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, physical or mental health information, biometric or genetic data, sexual orientation or life, and criminal convictions or offenses (including information regarding suspected criminal activities).

What about data security?

We implement organizational, physical, and technical security measures for all personal data we hold. Our protocols, controls, policies, procedures, and guidance are designed to maintain these security arrangements, taking into account the risks associated with different categories of personal data and our processing activities.

We adopt leading security measures to safeguard your personal data, including (but not limited to):

- ISO27001 Certification: We hold an ISO27001 certification, which demonstrates our adherence to the highest information security standards. This certification, awarded by the British Standards Institution (BSI), is an international standard defining the requirements for an Information Security Management System (ISMS) and confirms that One Contact Center's processes and security controls effectively protect our clients' and our own information.

- Global Client Data Protection (CDP) Program: We have a comprehensive CDP program that governs the stewardship of client information and systems entrusted to us.

- Regular Penetration Testing: We conduct regular penetration testing with a third-party provider, consistently demonstrating the strength of our technical defenses.

Where will your personal data be processed?

As a global organization with offices and operations around the world, personal data we collect may be transferred to or accessed internationally within One Contact Center’s global business and among its entities and affiliates.

Any transfers within One Contact Center’s global operations are conducted in accordance with applicable data privacy laws and our Binding Corporate Rules (BCR).

Our BCR reflect the standards outlined in European data privacy laws, including the General Data Protection Regulation (GDPR). By having our BCR, all our group entities that have signed on to these rules must comply with the same internal policies. This ensures that your rights (see “Which rights do you have with respect to the processing of your personal data?”) remain consistent, regardless of where your data is processed within One Contact Center.

If you believe your data privacy rights have been violated, despite our commitment to protecting your personal data, we encourage you to reach out to One Contact Center first to seek a resolution for any complaints. You always have the right to file a complaint directly with the appropriate supervisory authority or to bring a claim against One Contact Center in a competent court—whether in the country where you reside, where you work, or where you believe the data privacy law has been breached.

To exercise any of your rights, please contact us.

If you wish to exercise your rights regarding data erasure, rectification, or access as a job applicant, you may also click here. For any other rights, please contact us directly.

2. How do we use personal data when you visit One Contact Center's website?

In addition to the information provided above, the following sections describe how we use personal data when you visit One Contact Center's website:

- Which personal data do we collect?

- Do we include (links to) third-party websites and programs?

- How do we use personal data collected from our website?

- Which personal data do we collect?

One Contact Center collects personal data on its website in two primary ways: (1) directly (for example, when you provide personal data to sign up for a newsletter or register to comment on a forum) and (2) indirectly (for example, through our website's technology).

We may collect and process the following personal data:

- Personal data you provide by completing forms on our website, such as registering to use the site, subscribing to services, newsletters, and alerts, registering for conferences, or requesting a white paper or more information. Pages collecting this data will inform you of the purpose and usage of your personal data. Providing this information is entirely optional.

- If you contact us, we may retain a record of that correspondence.

- We may ask you to complete surveys for research purposes, although participation is voluntary.

- Any postings, comments, or other content you upload or post on our website.

- Our website or mobile applications may collect information about your device, including (where available) your IP address, operating system, device type, device identification number, mobile operating system, and browser type, for system administration, traffic filtering, domain look-up, and statistical reporting.

- Details about your visits to our website, including pages viewed, resources accessed or downloaded, traffic data, location data, web logs, and other communication data. Please refer to the Cookies section below for further details.

Do we include (links to) third-party websites and programs?

Our website may contain:

- Links to and from the sites of our partner networks, advertisers, and affiliates.

- Third-party programs (such as widgets and apps). In such cases, please note that these third parties may process the personal data collected through these programs for their own purposes.

We are not responsible for the content or practices of third-party sites or programs. We encourage you to review the terms of use and privacy policies of any third-party sites or programs before providing any personal information.

How do we use personal data collected from our website?

We use personal data for the purposes outlined in the section “For which purposes and on which legal basis do we use your personal data?” above, as well as to fulfill requests for information, process online job applications, and for other purposes disclosed to you at the point of collection. For example:

- Links to and from the sites of our partner networks, advertisers, and affiliates.

- Third-party programs (widgets and apps). In these cases, note that these third parties may process your personal data for their own purposes.

- We analyze your IP address and browser information to assess the effectiveness of our website, identify areas for improvement, and enhance user experience. Please see the Cookies section below for more information.

3. How do we use cookies (and other tracking technologies)?

In addition to the information provided above, this section explains how we use cookies and other tracking technologies.

We analyze your IP address and browser information to understand what aspects of our website are most effective, identify opportunities for improvement, and ultimately determine how we can customize the website to provide a more positive and relevant user experience.

For more details, please refer to our Cookies Policy, which includes information about your options regarding advertising and social media cookies, as well as access to our cookie consent manager. By using our website, you consent to the placement of cookies and other similar technologies on your device, as described in our Cookies Policy.

4. How do we use personal data when you visit our offices?

When you visit our offices, we process your personal data in line with this privacy statement. Additionally, specific details regarding the use of visitor data and the potential use of CCTV at our offices are provided at the reception area.

5. How do we use personal data for marketing purposes?

In addition to the previously mentioned information, this section outlines how we utilize personal data for marketing purposes:

- What are the sources of marketing data?

- Do we send targeted emails?

- Do we send push notifications?

- Do we maintain Customer Relationship Management (CRM) databases?

- Do we combine and analyze personal data?

- Do we share personal data with third parties?

- What are your rights regarding marketing communications?

What are the sources of marketing data?

The majority of the personal data we collect for marketing purposes pertains to individual employees of our clients and other companies with whom we have established business relationships. We may also obtain contact information from public sources, including content available on social media platforms, to initiate contact with relevant individuals at client or partner companies.

Do we send targeted emails?

We send commercial emails to individuals at our client companies or others with whom we wish to develop or maintain a business relationship, in compliance with applicable marketing laws. Our targeted email messages typically contain web beacons, cookies, and similar technologies that enable us to track whether you open, read, or delete the message, as well as links you may click. When you click a link in a marketing email from One Contact Center, we also use a cookie to log the pages you view and the content you download from our websites, regardless of whether you are registered or logged in.

Targeted emails from One Contact Center may include additional data privacy information, as mandated by relevant laws.

You can manage your contact, content, and data preferences at any time through the One Contact Center Preference Center.

Do we send push notifications?

If you use our mobile applications, you may receive notifications regarding industry topics you have chosen to follow or information about live events. With your consent granted through app permissions/settings, we may send push notifications or alerts to your mobile device even when you are not logged in. You can manage your push notification preferences or disable these notifications at any time by adjusting the settings in the mobile app or on your device.

Do we maintain Customer Relationship Management (CRM) databases?

Like most organizations, One Contact Center employs customer relationship management (CRM) database technology to manage and track our marketing initiatives. Our CRM databases contain personal data of individuals from our client companies and others with whom we wish to establish or maintain relationships. This personal data includes relevant business information, such as contact details, publicly available information (e.g., board memberships, published articles, press releases, and your public posts on social media if relevant), your responses to targeted emails (including web activity after clicking links from our emails), website activity from registered users, and other business information gathered by One Contact Center professionals based on their interactions with you.

Do we combine and analyze personal data?

We may combine data from publicly available sources with information collected from our various email, website, and personal interactions with you. This includes data gathered across our websites, such as our careers and corporate sites, as well as information collected when you sign up, log in, or connect using your social media credentials (like LinkedIn and Xing). We analyze this data to better understand your experience with One Contact Center and to carry out the activities described throughout our privacy policy.

You can update your contact, content, and data preferences in the One Contact Center Preference Center at any time.

Do we share personal data with third parties?

In addition to the third parties mentioned in the section “Will we share your personal data with third parties?” above, we may also share your personal data with marketing agencies.

What are your rights regarding marketing communications?

You have the right to opt out of marketing communications by selecting specific options on the forms we use to collect your personal data or by utilizing the opt-out mechanisms provided in the emails we send. In such cases, we will retain only minimal personal data to ensure that we do not contact you again.

6. How else might we use your personal data

In addition to the information provided above, the following sections outline other specific uses of personal data by various One Contact Center affiliates.

Here, we detail how we process your personal data in connection with content creation and production activities.

Content Creation and Production Activities

Some One Contact Center entities specialize in content production. We may process your personal data for activities related to the creation, production, and distribution of television, film, marketing, advertising, and other related content.

What personal data do we process in connection with production activities?

The personal data we process for production purposes may include images and video footage of you, along with your location at the time of filming.

If you are a member of the public, we will make every effort to inform you about our filming locations and activities in advance, giving you the option to avoid the area where filming is taking place.

If you are a focus of our filming (such as a contributor, interviewee, extra, or actor rather than a general member of the public), we will also collect and process your name, contact information, and any details provided in pre-filming questionnaires and/or release forms, which may include next of kin information.

Additionally, we may collect and process special categories of data, such as health or disability information, as necessary to make appropriate accommodations for you during filming.

If you have any questions regarding the data privacy aspects of our production activities, please feel free to reach out to us.

7. Contact Us

Please contact us here if:

- You have a general inquiry about how One Contact Center protects your personal data.

- You wish to exercise your rights concerning your personal data (as outlined in the sections “Which rights do you have with respect to the processing of your personal data?” and “Your rights regarding marketing communications”).

- You would like a copy of the full version of our Binding Corporate Rules (BCR).

- You wish to lodge a complaint regarding One Contact Center’s use of your data.

You can also contact One Contact Center as the data controller of your personal data via our Data Privacy Officer. It is preferable to reach out electronically.