Callwell Privacy Policy & GDPR Information

Last updated: 22 April 2025

Introduction

This privacy notice explains how Callwell collects, uses, and protects personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It applies to information collected through:

  • Our websites

  • Email, telephone, SMS and LiveChat communications

  • Recruitment and employment

  • Complaints and feedback

  • Our Callwell Enquiry System and third-party services

Lawful Basis for Processing

We process personal data under the following lawful bases:

  • Consent: e.g. for marketing communications.

  • Contract: to fulfil obligations to clients or employees.

  • Legitimate interests: to manage and improve our services.

  • Legal obligation: for HR, taxation, and regulatory requirements.

Your Rights Under UK GDPR

You have the following rights:

  • Right to be informed

  • Right of access

  • Right to rectification

  • Right to erasure

  • Right to restrict processing

  • Right to data portability

  • Right to object

  • Rights related to automated decision-making and profiling

To exercise these rights, contact Robert Wellstead (DPO) at data@callwell.co.uk.

Data Retention

We retain data in accordance with our Data Retention Policy, available on our website. Retention periods vary depending on the nature of the information and our legal obligations.

Visitors to Our Website

We use Google Analytics to analyse usage data. This is processed anonymously. Cookies may be used; for more, see our Cookie Policy.

You will be presented with a cookie banner to manage your consent preferences when visiting our website. You can update your preferences at any time.

E-Newsletters

We use Mailchimp to send newsletters and track performance statistics. For details, see Mailchimp’s Privacy Policy.

Feedback and Survey Data

Data from feedback or surveys is stored securely using Evernote, Dropbox and Surveymonkey. These providers act as data processors and are bound by Callwell’s processing instructions.

The Callwell Enquiry System

We act as a data processor for our clients under this system. It is patent pending (application no. 1618657.9). Data is stored securely on UK servers and backed up to Germany via Digital Ocean and AWS, which are compliant with UK GDPR adequacy standards.

LiveChat

We use Zendesk for real-time chat. We collect your name, optional email, and chat content. This is stored for 2 years. You can request a transcript by providing your email during or after the session. For more information, see Zendesk’s Privacy Policy.

Contact by Phone, SMS, and Social Media

  • Phone: CLI data is collected. Calls may be recorded and encrypted.

  • SMS: Sent under the instruction of the data controller. You may request copies via a Subject Access Request.

  • Social Media: We do not share your data received via social platforms.

Email

Callwell uses Google for email services. Emails may be monitored for security and compliance.

Complaints

When you make a complaint, we collect your name and relevant information. Complaint data is retained for 2 years post-closure, following our retention policy.

Job Applicants and Employees

We use personal data to process applications and manage employment. Data for unsuccessful applicants is held for 12 months. Employment files are retained as per our retention schedule.

Children’s Data

Our services are not intended for children under 16. We do not knowingly collect data from minors.

Automated Decision-Making

We do not carry out automated decision-making or profiling using your personal data.

Data Sharing & International Transfers

Some processors (e.g. AWS, Mailchimp) may operate outside the UK. We ensure data is protected through UK adequacy regulations or Standard Contractual Clauses.

When data is transferred outside the UK, we ensure that appropriate safeguards are in place, such as adequacy decisions, Standard Contractual Clauses (SCCs), or binding corporate rules, where applicable.

All third-party service providers we work with act as data processors under written contracts and are required to implement appropriate technical and organisational measures to protect personal data.

Subject Access Requests

To request your data or ask for corrections, contact:
Robert Wellstead (DPO)
Email: data@callwell.co.uk
Information Governance Department
Callwell Limited
5 Eleanor’s Cross
Dunstable, Beds, LU6 1SN

Changes to this policy

We review this policy annually. Last reviewed 22 April 2025.

For more information, or to raise a concern, please contact our DPO: data@callwell.co.uk

Enquiry alerts

Callwell Alerts allows you to notify key personnel, by email, if a lead has not been called by the local branch. The alerts are easy to setup by your company administrator.

Examples of alerts commonly used:

  • Any enquiry not called back within 1 hour - Branch manager receives email.
  • Branch managers receiving an alert if the Callwell Score below a set threshold.
  • Business owners receive an alert if the Callwell Score falls below a very low threshold.

Callwell Alerts are included as part of your Callwell Pro package.

Scheduled calls with Morning Caller

Approximately 50% of leads are received between 6pm and 9am the next morning and generally, we are at our most productive during the first 90 minutes of our working day. Which makes it even harder to call all your over-night leads before your competitor.

Callwell's Morning Caller schedules your over-night enquiries to start calling your branch at 10 minutes after your Callwell opening time and then one lead will call every 10 minutes from that point onwards.

Ensuring you and your team deal with those hard to come by leads quickly and efficiently, while maximising your ability to carry out business.

Inbound calls and ad tracker

Callwell does a brilliant job in helping agent with lead management of their portal and web email enquiries, but what about the Phone Calls?

Callwell can also help with these.  We give you a dedicated number you can use for the portals and your own website leads.  This can be the same number or a dedicated number for each if you want to see the volumes and quality from each.  This number connects to your branch number or a mobile number if you wish.

The call shows in your Callwell Enquiry Screen in the same way as an email.  If the caller has also emailed then we can show you caller details.  Then simply answer the phone in the usual way.

From this system you can also send SMS text auto responders, follows ups and ask additional questions.

Just another helpful tool from Callwell - allowing you to make that first great impression, first time every time.

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Email integrations

Send automated messages through our integration with Mailchimp.

ROI indicator

Our ROI indicator is clever! Used on a regular basis, this feature will help you understand exactly what you are getting from the portals you use.

For example, if you upload the details of the completions last month, the amount each ‘deal’ is worth and the amount paid for the source or portal, our report will show you your ‘Return on Investment’.

Your report will be stored on Callwell and can be retrieved at any time. The report is designed to be printed as a PDF for management or board meetings (or perhaps meetings with your portal provider!).

Team insights

Callwell team insights provides you with the ability to review the individual KPIs of each staff member in real time. For each individual the Performance screen shows:

  • Callwell score: The Average Callwell Score achieved
  • Enquiries: Number of enquiries the individual has clicked to ‘claim’
  • Calls (attempted) and (successful): The total number of each type of call
  • Total call time and average call time: Total time spent on calls and the average time for each call
  • Average review score: Where reviews is switched on the average star rating for reviews received

Performance included as part of your Callwell Pro package.

Live management reporting

Live Management Reports provide you with headline statistics and ensure you never lose touch of branch activity. We will provide you with a URL link that instantly presents  the number of leads received, broken down into enquiry types.

Within seconds you can filter out your valuation numbers and check whether contact has been made. This not only highlights leads received during working hours, but will give you detail on contacts made to those out-of-hours enquiries.

Scoring and leaderboards

Real-time customer service leaderboards

Callwell Score – each lead is given 1,000 point, a point is lost during working hours for every minute a lead is not both claimed or called, only a successful call will count.

Callwell Scoring is optional and can be turned on or off. Your team can view a Callwell Score league table in real-time, at branch level and area level, leveraging their competitive nature to drive improved customer experience.

Your senior management can benchmark the overall Callwell Score against that of competitors, see Company Report. The performance of individual colleagues can be viewed, in the team insights report.

Statistics dashboard & reports

We provide real-time data analysis through Callwell's dashboard to help you manage your performance.

Missed enquiry alerts

Callwell Alerts allows you to notify key personnel, by email, if a lead has not been called by the local branch. The alerts are easy to setup by your company administrator.

Examples of alerts commonly used:

  1. Any enquiry not called back within 1 hour - Branch manager receives email.
  2. Branch managers receiving an alert if the Callwell Score below a set threshold.
  3. Business owners receive an alert if the Callwell Score falls below a very low threshold.

Email and SMS auto responders

Callwell auto responders help you stay in contact with you customers 24/7.

As soon as the customer makes an enquiry, they receive an email or text message with a message of your choice. The messages can be configured to be sent during the hours that you specify, for example, you may want a slightly different wording on the message that you send over the weekend to those during the week.

All auto responders can be branded with your logo.

Lead qualification

Callwell auto responders help you stay in contact with you customers 24/7. As soon as the customer makes an enquiry, they receive an email or text message asking them to click on a link and complete a simple form. When they click submit Callwell will update the system with the information, immediately. This feature enables you to gather the essential information you require in order to prioritise the customers you speak to.

Callwell automatically replies to a new enquiry, by SMS or email, asking predetermined questions regarding rental budget and household income, then we qualify the tenant allowing you to prioritise who to call first.

This feature is completely flexible and can sent at the times of day you choose, asking the questions that are important to your business. You can also brand the message with your logo.

Lead assign

Callwell Assign ensures to never forget which lead to give to which negotiator to follow up on and you’ll never have to print an enquiry again.

Enquiry type identified

Enquiry type & source of the lead displayed in the enquiry dashboard.

Depending upon which dropdown selections the customer has made, there are 22 definitions of enquiry type. These include Vendor, Landlord, Tenant, Viewing, First time buyers etc. All types are displayed in our easy-to -read format.

We also include the source of the lead, your own website, portals, or other advertising sources, our aim to give you full visibility on where an enquiry comes from and the type of enquiry.

Internal messenger

Callwell Messenger provides the user the ability to pass a lead, message, reminder or referral to a colleague in their office or another branch.

  • Enter the Name and Telephone number and choose the Type of the lead.

 

  • Choose the branch or users you would like the message to go to. Then add your text.

 

  • Once you click Create, the message will appear on the Callwell Enquiry screen of the branch or user you choose.

Full contact history

Recording all your call outcomes through Callwell means all your history is in one place.

Manual call back

Manual Calling enables a user to call customers using the Callwell system.

The feature is simple to use; open an enquiry and click Call Now and you’ll receive a call back from Callwell, press 1 and you’ll be in touch with your customer.

Record the outcome of your call and this will put the enquiry in your name, Call history will also update. Manual calls will come out of your allocated call minutes, and these will differ depending if you have Callwell Pro or Callwell Essentials.

All your leads in one place

Incoming customer emails, from all of the sources that you invest in, are displayed in a consistent easy-to-read format. The leads are all in one place and displayed in date and time order.

You can see at a glance the leads actioned, how they have been actioned, who’s actioned them.  If the action was via a call you can also see in Call History the call duration, and the number of times the call was attempted.

You can also see clearly the details from the original lead about the vendor or applicant, the property they were interested in and any notes that they added to the enquiry.

Instant calls

Instant Calls – if an email enquiry is sent during working hours, the Callwell system will ring your branch number, once a member of staff picks up the phone they will hear an automated message telling them the source of the lead, and the enquirers name, they are then asked to press 1 to be connected.

They then have approx. 20 seconds before the phone will ring at the applicant/vendors end, this gives you time to look at your Callwell dashboard to see all details about the enquiry.

This delivers several advantages, the phone will ring your branch seconds after the enquiry has been sent giving you a much greater chance of getting through to the person.

The speed of call will also get you in front of many other agents that don’t have this type of system, the sweet spot especially for valuation enquiries is to call back within 30 minutes or run the risk of missing out.