Privacy policy
This policy explains what Folon does with personal information. It covers two different situations, and they are not the same: people who visit this website or contact us, and call data belonging to customers who use the Folon service.
Who we are
Folon is a call quality assurance service for VICIdial call centres, operated from Pakistan. For anything in this policy, write to [email protected].
1. This website
What we collect
If you fill in the request form, we receive what you type: your name, work email, company, the agent range you select, the languages on your calls, and any message you add. We use these details to reply to your enquiry and to work out whether Folon fits your operation.
The site sets no cookies of its own, and runs no analytics, advertising or tracking scripts. Our hosting provider processes ordinary server request logs, and handles form submissions on our behalf before they reach us by email.
How long we keep enquiries
Enquiry details are kept while we are in contact with you, and for up to 24 months afterwards so we can pick up a conversation where it left off. Ask us to delete your enquiry at any time and we will.
2. The Folon service
Our role
When a call centre uses Folon, that call centre decides what is recorded, why, and on what legal basis. They are responsible for telling their own callers and agents that calls are recorded and reviewed. Folon acts on their instructions and processes that data only to deliver the service to them.
What the service processes
- Call recordings read from the customer's VICIdial system.
- Call metadata such as time, duration, campaign, list and agent identifier.
- Transcripts produced from those recordings, including transliterated text.
- Campaign documents the customer loads, such as scripts, policies and checklists.
- Account details for the customer's own users, such as name, email and role.
Recordings can contain whatever a caller happened to say, which may include personal details. We do not ask for them, we do not seek them out, and we do not use them for any purpose beyond producing that customer's transcripts and quality scores.
How long we keep it
- Audio is deleted automatically 90 days after processing. No action is needed from the customer.
- Transcripts and scores are kept for the life of the customer's account, because they are the record the customer's own reporting depends on.
- On account closure, customer data is deleted. A customer can also ask for specific calls, or all of their data, to be deleted sooner.
Who else processes it
Folon relies on third parties to run the service. They fall into these categories:
- Speech recognition and AI processing providers, which produce transcripts, identify who was speaking, and score calls against the customer's checklist.
- Cloud hosting and storage providers, which run the application and hold audio, transcripts and documents.
- Operational tooling such as error monitoring and email delivery.
These providers process data to deliver the service and for no other purpose of ours. A current list of the specific providers we use is available to customers and prospective customers on request — write to [email protected].
Training
We do not use customer recordings, transcripts or documents to train our own models. Data from one customer is never used to improve results for another, and customer data is never pooled across accounts.
Where data is processed
Folon and its providers operate across more than one country, so call data may be processed outside the country it was recorded in. Customers who need processing confined to a particular region should raise it before signing up, so we can tell them honestly whether we can meet it.
Security
- Audio and documents are held in private storage, reached only through short-lived signed links.
- Traffic to and from the service runs over TLS.
- Each customer's data is separated from every other customer's.
- Access by Folon staff is limited to the people who need it to operate and support the service.
No service can promise that nothing will ever go wrong. If a breach affects a customer's data, we will tell that customer about it.
3. Your rights
You can ask us what we hold about you, ask for it to be corrected, or ask for it to be deleted. Write to [email protected] and we will respond within 30 days.
If you are a caller or an agent at a call centre that uses Folon, your request belongs with that call centre first: they decide what happens to their recordings, and we act on their instructions. Tell us anyway and we will pass it to them.
Changes to this policy
If this policy changes, the date at the top changes with it. Customers are told directly about any change that affects how their call data is handled.
Contact
Folon — [email protected]