GDPR Privacy Statement – General
Privacy Policy EMEA

GDPR Privacy Statement – General

Updated September 2020

WHO WE ARE

This is the privacy statement of SYKES’ companies in Europe, Middle East and Africa.

Collectively and separately referred to as “SYKES”.

For services provided within the EEA, SYKES is bound by the General Data Protection Regulation (EU) 2016/679 (GDPR), the EU Privacy & Electronic Communications Directive 2002/58/EC, the UK Data Protection Act 2018, all relevant national implementing legislation and subordinate legislation and any applicable decisions and guidance made under them. We collect, use and disclose personal information to operate our business and as required by law. This Privacy Policy does not cover personal information collected by SYKES that is exempted under GDPR. This privacy policy applies to all personal information received by us in any format, including electronic, paper, or oral. Please take a moment to read this Policy to learn more about our information practices. This privacy policy also applies when you use websites operated by SYKES that link to this Statement (the “Sites”) and the services associated with or set forth in the Sites.

COLLECTION OF PERSONAL INFORMATION

We may collect personal information in a number of ways. We may collect certain information you voluntarily provide to us, which may contain personal information. When you have a telephone conversation with one of our representatives, we may collect a recording of those conversations. Your call may be recorded for quality and training purposes, to resolve concerns, and to detect and prevent fraud. If you choose to contact us by email or mail, we may retain your email or mailing address, the content of your communication and our response.

We may collect certain information when you visit our Sites, register or apply for one of our products or services, interact with us through social media or online ads, participate in surveys, or engage with us in any way. We may collect that information for uses as described in this Privacy Policy. For example, if you register for the Sites, we may collect your name, address, email address, telephone number, date of birth, and city and country, and we may collect other demographic information that you provide. Personal information may also be collected in connection with leaving comments, posting content, sending an email or message to another user, or participating in any interactive areas or features on the Sites. The collection of personal data is done solely for normal business operations and as part of supporting our clients where appropriate. By providing registration information or leaving comments on this Site, you are explicitly consenting to the collection and processing of your personal information by SYKES.

In addition, from time to time, we may collect personal, contact, or other demographic information you provide in connection with your participation in surveys, contests, promotional offers, and other activities on the Sites. The information we collect from you is provided by you voluntarily, although if you choose not to provide information, your access to and participation in certain services, features, or activities on the Sites may be restricted. By participating in such surveys, contests, promotional offers, or other activities on the Sites, you are explicitly consenting to the collection and processing of your personal information by SYKES.

We may also receive information from third parties with whom we have business relationships. Where we combine third-party information with other personal information that we have collected from you, this Policy governs our use of such information.

When you provide information to us, we expect that you have authority to consent to its collection, use, and disclosure as outlined in this Policy. If you communicate with us, or provide personal information to us in any way, you acknowledge your consent for personal information collection, use and disclosure as set out in this Policy, applicable laws and industry standards. If we want to use your information for a purpose that was not disclosed at the time of initial consent, consent will be sought at the time of this new purpose.

Subject to legal and contractual restrictions, you can, with reasonable notice to SYKES, withdraw your consent for use and disclosure of your personal information, other than that which is required for legal or regulatory purposes.

You can request that we don’t contact you for advertising, marketing, promotions, rewards programs, research or contests, by updating your privacy preferences.

SYKES will only retain your personal information for as long as is reasonably necessary to provide you with the services you have engaged with us to provide, or as is legally required and permitted.

HOW WE USE YOUR PERSONAL INFORMATION

In general terms, we collect and use personal information to:

  • verify your identity where this is required;
  • contact you about your use of the Sites, such as for administrative purposes or to provide you with customer service;
  • provide you with the services, products, or information you requested;
  • respond to your emails, submissions, comments, requests, or complaints;
  • understand your needs and how they may be met;
  • contact you about our products, services, activities, events, promotions or offers and for other marketing, informational, product development, and promotional purposes by post, email or telephone;
  • request feedback and to enable us to develop, customize and improve our information and services;
  • maintain our records;
  • prevent and detect crime, fraud or corruption;
  • process financial transactions; and
  • enhance compliance with our legal responsibilities and the policies, rules, and other agreements governing the Sites in order to protect the online community and the overall integrity of the Sites.

SHARING OF PERSONAL INFORMATION

If we collect any personal information, we share and disclose such personal information only as described in this Policy (as amended from time to time). We may share personal information with other companies within the SYKES group, including parent, sibling and affiliate companies, worldwide. We may also share personal information with third-party vendors, consultants, and other service providers who are engaged by or working with us in connection with the operation of the Sites or performing any services on our behalf. Information may be processed outside the EEA.  Your personal information may be stored and processed at our corporate offices in the U.S. or with our parent, sibling or affiliated group companies worldwide, or with approved third parties within the U.S. or elsewhere. For information processed or stored outside the EEA, foreign governments, courts or regulatory agencies may therefore be able to obtain such personal information through the laws of the foreign jurisdiction. By providing your personal information you are expressly consenting to the transfer, international or domestic, of your information to the organizations mentioned above.

SYKES does not sell data collected to any third party and will only transfer your data

  • With your express consent; or
  • As part of a lawful basis of processing; or
  • In response to lawful requests by public authorities, including to meet national security or law enforcement requests; or
  • To parent, sibling, or affiliate companies within the SYKES group; or
  • To designated third parties as defined within this policy or within our cookie consent policy

We may be liable in cases of onward transfers to third parties without your permission as defined above.

We also may disclose personal information to third-parties, including law enforcement, when we are required to, or we believe it is appropriate to comply with the law subject to a lawful subpoena, warrant or court order; to enforce or apply this Privacy Policy or our other policies or agreements; to initiate, render, bill, and collect for amounts owed to us; to protect our or our customers’ rights, property or safety; to protect our customers from fraudulent, abusive, or unlawful use of our Site; or if we believe that an emergency involving the danger of death or serious physical injury to any person requires disclosure of communications or justifies disclosure of personal information. Where legally permitted to do so, we will notify you in advance of any such legal disclosure.

In addition, we may offer various features through a third-party service provider. By accessing and using these services, you are engaging with and providing information directly to the third-party provider of these services. Your provision of such information to the third-party is subject to such party’s own privacy policy. SYKES are not responsible for any information you provide to these parties directly, and we encourage you to become familiar with their practices before disclosing information directly to such third-parties with which you come into contact.

ONLINE COMMUNITIES AND SOCIAL MEDIA USAGE

SYKES has official pages on social media services including but not limited to Facebook, Twitter, Tumblr, LinkedIn, and YouTube. When you interact with us on these pages or elsewhere on social media, we may collect information such as your likes, interests, feedback, and preferences. We may collect additional information from social media companies if you choose to share with them and they, in turn, share such information with us.

Any posts you make on our official social media pages — including posts that contain pictures, comments, suggestions, opinions, complaints, or personal information — are available to others who use those pages. Never include sensitive personal, financial, or other confidential information such as your Social Security number, account number, phone number, mailing address, or email address when posting or commenting online. Please refer to the privacy policies of our social media partners when you interact with them online.

USE OF COOKIES, IP ADDRESSES, AND WEB BEACONS

When using our website, the Site may contain “cookies.” A cookie is a piece of data that is stored on your hard drive and records your preferences and other data about your visit to the Sites. If we combine cookies with or link them to any personally identifiable information, we will treat this information as personal information; otherwise, it is treated as and used in the aggregate. Most internet browsers will allow you to erase cookies from your hard drive, block acceptance of cookies, or receive a warning before a cookie is stored. If you block cookies, some portions of the Sites may not function properly, and some features of the Sites may be slowed down or less efficient. For further information on our use of cookies, please review our Cookies Policy.

ACCOUNTABILITY AND CHALLENGING COMPLIANCE

SYKES remains responsible for personal information in our possession or custody, as well as personal information transferred to a third party for processing. SYKES has appointed Data Privacy Officers who are responsible for ensuring that we comply with this Policy and applicable privacy laws. The Data Protection Officers may be contacted at

SYKES commits to resolve any complains about our collection or use of your personal information. When we receive formal written complaints or data subject access requests at this address, it is SYKES’ Policy to contact the complaining user regarding his or her concerns within a reasonable period of time. Any unresolved data complains arising from the use of this website shall be subject to the website’s general terms and conditions of use, including any dispute resolution processes.

We seek to resolve directly all complaints about how we handle personal information, but you also have the right to lodge a complaint with the Supervisory Authority who are responsible for monitoring the application of the General Data Protection Regulation (EU) 20016/679.

CORRECTION OF PERSONAL INFORMATION, QUESTIONS

SYKES is committed to maintaining the accuracy of the data it collects. SYKES allows an individual access to the personal information we hold and allows the individual the right to correct, amend, or delete such information. If you would like to verify, correct, or delete any personal information we have collected, or if you have any questions or concerns regarding this Policy or SYKES treatment of personal information, please contact us the Data Protection Officer as described above. Please note that in certain circumstances, we may not be able to legally comply with a data subject access request or to remove or change certain stored personal information.

Cyprus  dataprotection.northern@sykes.com 
Denmark  dataprotection.northern@sykes.com 
Egypt   dataprotection.gemea@sykes.com 
Finland  dataprotection.northern@sykes.com 
Germany  datenschutz-berlin@sykes.com  

datenschutz-bochum@sykes.com 

datenschutz-solingen@sykes.com 

datenschutz-pasewalk@sykes.com 

datenschutz-wilhelmshaven@sykes.com 

Hungary  dataprotection.gemea@sykes.com 
Ireland  dataprotection.gemea@sykes.com 
Italy  dataprotection.gemea@sykes.com 
Netherlands  dataprotection.gemea@sykes.com 
Norway  dataprotection.northern@sykes.com 
Romania  dataprotection.gemea@sykes.com 
Slovakia  dataprotection.gemea@sykes.com 
Sweden   dataprotection.northern@sykes.com 
UK  dataprotection.gemea@sykes.com 

YOUR RIGHTS

Access to your information – You have the right to request a copy of the personal information about you that we hold.

Correcting your information – We want to make sure that your personal information is accurate, complete and up to date and you may ask us to correct any personal information about you that you believe does not meet these standards.

Deletion of your information – You have the right to ask us to delete personal information about you where:

  • You consider that we no longer require the information for the purposes for which it was obtained
  • We are using that information with your consent and you have withdrawn your consent – see Withdrawing consent to using your information below
  • You have validly objected to our use of your personal information – see Objecting to how we may use your information below
  • Our use of your personal information is contrary to law or our other legal obligations.

Objecting to how we use your information – You have the right at any time to require us to stop using your personal information for direct marketing purposes. In addition, where we use your personal information to perform tasks carried out in the public interest or pursuant to the legitimate interests of us or a third party then, if you ask us to, we will stop using that personal information unless there are overriding legitimate grounds to continue.

Restricting how we use your information – in some cases, you may ask us to restrict how we use your personal information. This right might apply, for example, where we are checking the accuracy of personal information about you that we hold or assessing the validity of any objection you have made to our use of your information. The right might also apply where this is no longer a basis for using your personal information, but you don’t want us to delete the data. Where this right to validly exercised, we may only use the relevant personal information with your consent, for legal claims or where there are other public interest grounds to do so.

Portability – if we process personal information that you provide to us on the basis of consent or because it is necessary for the performance of a contract to which you are party, and in either case that processing is carried out by automated means, then you have the right to have that personal information transmitted to you in a machine-readable format. Where technically feasible, you also have the right to have that personal information transmitted directly to another controller.

Automated processing – if we use your personal information on an automated basis to make decisions which significantly affect you, you have the right to ask that the decision be reviewed by an individual to whom you may make representations and contest the decision. This right only applies where we use your information with your consent or as part of a contractual relationship with you

Withdrawing consent using your information – Where we use your personal information with your consent you may withdraw that consent at any time and we will stop using your personal information for the purpose(s) for which consent was given.

PROTECTING PERSONAL INFORMATION

We strive to protect personal information while it is under our control. SYKES uses procedures and practices appropriate to the sensitivity of personal information to protect against loss, theft and unauthorized access. Access to your information is restricted to those individuals and parties who require access. Your account information is accessible online only through the use of a password. To help protect the confidentiality of personal information, you must keep your password confidential and not disclose it to any other person. You are responsible for all uses of and acts on the Sites by any person using your password. Please advise us immediately if you believe your password has been compromised or misused.

CHANGES TO OUR PRIVACY STATEMENT

We keep this privacy statement under regular review and will place any updates on this website. Paper copies of the privacy statement may also be obtained by emailing us.

This privacy statement was last updated in September 2020.