Navkar Apotek Call Center Privacy Policy

Effective Date: 05/10/2022
Last Updated: 19/05/2026

Navkar Apotek Call Center (hereinafter referred to as "the App", "we", "our", or "us") recognizes the importance of maintaining your privacy. We value your privacy and appreciate your trust in us.

This Privacy Policy describes how we treat user information we collect through the Navkar Apotek Call Center mobile application (the "App"). By installing, accessing, or using the App, you agree to the terms of this Privacy Policy.

1. Information We Collect

Authorized Company Employees/Operators: We collect login credentials and account information for authorized company employees and operators who use the App.
Operator Login/Account Information: Username, password, and authentication details for operator accounts.
Working Area Information: Geographical areas or regions where operators are authorized to work.
Customer Information: Customer names, phone numbers, and contact information as accessed through the App.
Customer Directory/Search: Search queries and directory lookups performed by operators.
Call-Related Information: Details of outgoing, incoming, app-initiated, and external-dialer calls including timestamps, durations, and call status.
Call Outcomes and Logs: Results of calls (answered, missed, busy, etc.) and detailed call logs.
Area-Switch/Audit Records: Records of when operators switch between different working areas and audit trails of activities.
Session/Authentication Information: Login sessions, authentication tokens, and session duration data.
Device/SIM/Call Information: Information about the device and SIM card actually used by the App for making calls.
Device Contacts: The App does not access device contacts.
Data Synchronization: Information synchronized with the company backend including call records, customer data, and operator activities.

2. How We Use Your Information

We use the information collected from you for the following purposes:

To provide call center services: Enabling operators to make and receive calls, manage customer interactions, and maintain call logs.
To authenticate and authorize operators: Verifying operator identities and ensuring they have appropriate permissions for their assigned work areas.
To maintain call quality and reliability: Monitoring call performance, troubleshooting issues, and improving service quality.
For operational and business purposes: Generating reports, analyzing call patterns, and improving workforce management.
To ensure security and compliance: Detecting and preventing unauthorized access, maintaining audit trails, and ensuring regulatory compliance.
To synchronize data with backend systems: Ensuring operator activities are properly recorded in company systems.

3. Who We May Share Your Information With

We may share your information in the following limited circumstances:

Authorized Company Personnel: With authorized employees and supervisors within Navkar Apotek for legitimate business purposes.
Service Providers: With trusted third-party service providers who assist us in operating the App and providing call center services (such as telephony providers, cloud hosting services, etc.).
Legal Requirements: When required by law, regulation, legal process, or governmental request, or to protect our rights, safety, or property.

We do not sell, rent, or trade your personal information to third parties for their marketing purposes.

4. Security Practices

We take reasonable measures to protect your information:

We employ security measures to protect data transmitted between the App and our servers.
Access to operator accounts and call center functions is restricted to authorized personnel with valid credentials.
We implement authentication mechanisms to verify operator identities.
Regular security assessments and updates to protect against vulnerabilities.

However, no method of transmission over the Internet or method of electronic storage is 100% secure. While we strive to protect your personal data, we cannot guarantee its absolute security.

5. Data Retention and Deletion

Call logs and operator activity records: Retained for operational, analytical, and compliance purposes as per company policy and legal requirements; specific retention periods are defined internally.
Operator account information: Retained for as long as the operator remains authorized to use the App.
Customer contact information: Retained as part of call records for the duration specified in our data retention policy.
Data may be deleted or anonymized when no longer needed for the purposes outlined in this policy, unless longer retention is required by law.
Operators may request deletion of their personal account information by contacting the privacy contact provided below.

6. Your Rights and Choices

Depending on your jurisdiction and applicable law, you may have the right to:

Access the personal data we hold about you.
Request correction of inaccurate or incomplete data.
Request deletion of your personal data.
Restrict or object to certain processing of your data.
Request a copy of your personal data in a portable format.

To exercise these rights, please contact us using the privacy contact information provided below.

7. Privacy Contact Information

If you have any questions, concerns, or requests regarding this Privacy Policy or your personal data, you can contact us at:

Navkar Apotek Call Center Privacy Team
Baramati, Pune, Maharashtra - 413102, India

Email: info@navkarapotek.com