Our contact centre assessments provide a thorough and forensic review of how interactions (voice, chat, social and email) are handled within the contact centre.

Leveraging our proprietary Insight Companion observational analysis platform, our contact centre assessments are able to capture and quantify detailed insights into agent behaviour, platform performance and process efficiency.

Each assessment is tailored to the specific nature of the customer’s business, addressing targeted areas of improvement including AHT, FCR, call avoidance, transfer reduction and quality.

Assessments conclude with a series of interactive dashboards, evidencing recommendations for short and long-term improvements, each with supporting business case forecasts.

Contact us today to find out more and arrange a free initial consultation.

Contact us to arrange a free initial consultation

The Insight Guild Ltd GDPR and Website Privacy Policy

Our Commitment
At The Insight Guild ltd we take the privacy and confidentiality of our customers very seriously.
We believe your business is no one else's. Your privacy is important to you and to us. So we'll protect the information you share with us.
To protect your privacy, The Insight Guild Ltd follows different principles in accordance with GDPR and UK data protection law, including the following commitments:
• We won't sell or give away your name, mail address, phone number, email address or any other information to anyone.
• We'll use state-of-the-art security measures to protect your information from unauthorized users.
• We will only retain personal information if it has been submitted with clear consent from the individual, and for the purposes expressly outlined when requesting this consent.
• We will share any personal information held on an individual upon request, by that individual.
• We will permanently erase any information held on an individual, upon request, by that individual upon request.

GDPR Compliance
All personal information will be handled in full compliance with Article 5 of the GDPR which requires that personal data shall be:
1. processed /awfully, fairly and in a transparent manner in relation to individuals.
2. collected for specified, explicit and legitimate purposes and not further processed in a manner that is incompatible with those purposes; further processing for archiving purposes in the public interest, scientific or historical research purposes or statistical purposes shall not be considered to be incompatible with the initial purposes;
3. adequate, relevant, and limited to what is necessary in relation to the purposes for which they are processed.
4. accurate and, where necessary, kept up to date; every reasonable step must be taken to ensure that personal data that are inaccurate, having regard to the purposes for which they are processed, are erased or rectified without delay.
5. kept in a form which permits identification of data subjects for no longer than is necessary for the purposes for which the personal data are processed; personal data may be stored for longer periods insofar as the personal data will be processed solely for archiving purposes in the public interest, scientific or historical research purposes or statistical purposes subject to implementation of the appropriate technical and organisational measures required by the GDPR in order to safeguard the rights and freedoms of individuals; and
6. processed in a manner that ensures appropriate security of the personal data, including protection against unauthorised or unlawful processing and against accidental loss, destruction or damage, using appropriate technical or organisational measures."

Notice
We will clearly inform you when information that personally identifies you ("personal information") is asked for and you will have the choice to provide it or not. Generally, this information is requested when you:
• Register on theinsightguild.com website to join The Insight Guild Ltd mailing list, to receive one or more of the following;
o Updates, promotions and information relating to services from The Insight Guild Ltd
o Blog updates / opinion pieces
o White papers
• Register on theinsightguild.com website to receive a contact from a company representative, either by voice or email.

What we do with your Personal Information
We use your Personal Information for two primary purposes:
• To contact you to provide you with information about our services, but only when you have opted / requested this service.
• To send relevant information to you that you have specifically opted in to receive, including (if applicable):
o Blog updates
o White papers / opinion pieces
o New service announcements from The Insight Guild Ltd.

Consent
When you provide your personal information, you consent that it can be used for the above purposes and that The Insight Guild Ltd is an authorized holder of such information. If you choose not to register or provide personal information, you can still use our website but you may not be able to receive information about additional services or access to our latest papers.
In each communication from us you will have the opportunity to unsubscribe from further communications; alternatively, you may contact us to express your choices at the address provided at the bottom of this page.

Access to your information
You are entitled to review the personal information you have provided us and ensure that it is accurate and current at all times. To review this information, please contact us at info@theinsightguild.com and make a request, marking your subject Privacy Policy.

Retention of information
We retain information as long as it is necessary to provide the services requested by you and others, subject to any legal obligations to further retain such information. Information associated with your account will generally be kept until it is no longer necessary to provide the services or until you ask us to delete it or your account is deleted whichever comes first.
Additionally, we may retain information from deleted accounts to comply with the law, prevent fraud, resolve disputes, troubleshoot problems, assist with investigations, enforce the Terms of Use, and take other actions permitted by law. The information we retain will be handled in accordance with this Privacy Policy. Finally, your data could also be stored for sales statistical purposes.

EU and EEA Users' Rights
If you are habitually located in the European Union or European Economic Area, you have the right to access, rectify, download or erase your information, as well as the right to restrict and object to certain processing of your information. While some of these rights apply generally, certain rights apply only in certain limited circumstances.

We describe these rights below:
You have the right to access your personal data and, if necessary, have it amended or deleted or restricted. In certain instances, you may have the right to the portability of your data. You can a/so ask us to not send marketing communications and not to use your personal data when we carry out profiling for direct marketing purposes. You can opt out of receiving email newsletters and other marketing communications by following the opt-out instructions provided to you in those emails. Transactional account messages will be unaffected if you opt-out from marketing communications.

How to opt-out
We provide users with the opportunity to opt-out from receiving updates on our products, newsletters and other communications from us. You can opt-out by clicking on the link provided in our electronic mailings or by contacting us at the address at the bottom of this page.

Disclosure of personal information, by law
The Insight Guild Ltd will disclose your personal information, without notice, only if required to do so by law or in the good faith belief that such action is necessary to:
(a) conform to the edicts of the law or comply with legal process served on The Insight Guild Ltd or the site;
(b) protect and defend the rights or property of The Insight Guild Ltd and its family of Websites, and,
(c) act in urgent circumstances to protect the personal safety of users of The Insight Guild Ltd its Websites, or the public.

Changes to this policy
lf we make changes to our Privacy Policy, we will post these changes here so that you are always aware of what information we collect, how we use it and under what circumstances, if any, we disclose it. If at any point we decide to use your information in a manner different from that stated at the time it was collected, we will notify you by email.
Enforcement of policy
If for some reason you believe The Insight Guild Ltd has not adhered to these principles, please notify us and we will do our best to promptly make corrections.

Questions or comments
If you have questions or comments about this privacy policy, please email us or write to us at:
info@theinsightguild.com

For information about how to contact The Insight Guild Ltd please visit our contact page –
https://theinsightguild.com/contact/

03/05/2020