FirstCall Marketing - Policies

1. Call Tracking & Recording Policy

Purpose

This policy explains how call tracking, call recording, and related analysis features operate as part of FCM’s services.

Scope

This policy applies to all clients who use call tracking numbers, call routing, call recording, or related analytics features implemented by FCM.

Call Tracking & Recording Practices

• FCM may implement call tracking numbers on client websites, landing pages, advertisements, or funnels to measure marketing performance.
• Telephone calls routed through tracking numbers may be recorded for purposes including analytics, quality assurance, training, and service improvement.
• Where required by law, FCM may implement automated recorded messages notifying callers that calls may be recorded.
• Call recordings may be stored securely and made available through dashboards accessible to designated client personnel.

Automated Call Analysis & AI Tools

Purpose
FCM may use automated tools, including artificial intelligence–based technologies, to analyze recorded calls for insights related to marketing performance, call handling trends, quality assurance, and service improvement.

How Analysis Is Used

• Transcription and summarization
• Identification of keywords, topics, and call outcomes
• Aggregated sentiment or trend analysis
• Performance insights and reporting

Limitations

• Automated analysis is informational only and does not constitute legal, medical, employment, or counseling advice.
• Automated analysis does not replace human judgment and is not used as the sole basis for decision-making.
• FCM does not use automated analysis to evaluate individual employee performance unless expressly requested by the client.

Client Responsibilities

• Clients are responsible for informing their personnel that calls may be recorded.
• Clients are solely responsible for compliance with all applicable local, state, and federal laws related to call recording, consent, and workforce monitoring.
• Clients are responsible for administering, monitoring, and restricting access to call recordings, dashboards, and reports.

Data Handling & Security

• Call recordings and analysis outputs are processed using secure platforms subject to FCM’s Data & Privacy Policy.
• FCM does not sell call recordings or call analysis data.
• Aggregated or anonymized insights may be retained for internal analytics and service improvement.

Updates
Continued use of call tracking, recording, or analysis features constitutes acceptance of updates to this policy.

2. Client Outreach, Aftercare & Representation Policy

Purpose

This policy explains how FCM may contact customers, families, or third parties on behalf of clients.

Scope

Applies to clients who authorize FCM to conduct outreach on their behalf.

Authorized Representation

• Clients authorize FCM to act as an agent of the client for limited outreach purposes, including aftercare outreach, feedback collection, and review requests.
• Outreach may be conducted by FCM representing itself as contacting on behalf of or from the client’s business.
• FCM may use alias names or role-based identifiers when conducting outreach, provided communications are professional, respectful, and solely for the client’s benefit.

Communication Standards

• Outreach is conducted with professionalism, sensitivity, and respect.
• Communications are limited to the authorized scope and do not include unrelated solicitation.
• FCM does not provide legal, medical, counseling, or financial advice.

Client Responsibilities

• Clients are responsible for compliance with all applicable laws governing communications, privacy, and consumer protection.
• Clients determine how feedback, reviews, or responses obtained through outreach are used.

FCM Rights & Limitations

• FCM does not guarantee responses, reviews, or outcomes.
• FCM is not responsible for disputes arising from authorized outreach conducted in accordance with this policy.

Updates
Continued use of outreach services constitutes acceptance of updates to this policy.

3. Marketing & Case Study Policy

Purpose

This policy explains how FCM may reference client relationships and results in marketing materials.

Scope

Applies to all clients unless otherwise agreed in writing.

Authorized Use

• FCM may use a client’s name, logo, and high-level, non-confidential performance results for marketing, advertising, promotional materials, and case studies.
• Results are presented in summary or aggregated form.

Restrictions

• FCM does not disclose client trade secrets.
• FCM does not disclose customer personally identifiable information.
• FCM does not disclose internal financial details without prior written consent.

Opt-Out
Clients may request reasonable exclusions from marketing use by providing written notice to FCM.

Updates
Continued engagement constitutes acceptance of updates to this policy.

4. Landing Pages & Digital Assets Policy

Purpose

This policy explains how FCM creates and manages landing pages and digital assets.

Scope

Applies to clients receiving services involving landing pages, funnels, advertisements, or related assets.

Practices

• FCM may create, host, modify, test, and deploy landing pages, funnels, websites, advertisements, and related digital assets.
• Assets may be hosted on domains or systems controlled by FCM or its service providers.

Ownership & Access

• Landing pages, funnels, templates, designs, advertisements, and related systems created by FCM are proprietary to FCM.
• Access is provided solely during the term of services.
• Clients do not retain ownership or access following termination unless otherwise agreed in writing.

Updates
Continued use of services constitutes acceptance of updates to this policy.

5. Data & Privacy Policy

Purpose

This policy outlines how FCM accesses, uses, and protects data in connection with services.

Scope

Applies to all data processed by FCM, including website data, analytics data, call data, form submissions, chat messages, and advertising performance data.

Data Use Practices

• Data is accessed solely to provide, operate, and improve services.
• Third-party platforms such as analytics tools, call tracking systems, chat tools, CRM systems, and advertising platforms may be used.
• FCM does not sell client data.

Automated Analysis of Digital Communications

Purpose
FCM may use automated tools, including artificial intelligence–based technologies, to analyze digital communications submitted through contact forms, lead forms, chat widgets, messaging tools, or similar interfaces.

How Analysis Is Used

• Message classification and routing
• Summarization and keyword identification
• Trend, volume, and conversion analysis
• Quality assurance and service improvement

Limitations

• Automated analysis is informational only and does not replace human judgment.
• Automated analysis does not constitute legal, medical, employment, or counseling advice.
• Automated analysis is not used as the sole basis for decisions affecting individuals’ rights.

Client Responsibilities

• Clients are responsible for required disclosures on their websites or digital properties.
• Clients determine how insights or outputs are used.

Data Handling & Security

• Data is processed using secure platforms consistent with industry practices.
• Aggregated or anonymized data may be retained for internal analytics.

Updates
Continued use of services constitutes acceptance of updates to this policy.

6. Acceptable Use & Client Cooperation Policy

Purpose

This policy establishes expectations necessary for effective service delivery.

Scope

Applies to all clients and services.

Expectations

• Clients must provide timely access, approvals, and information.
• Services may not be used for unlawful activity or in violation of third-party platform policies.
• Personnel interacting with recorded calls must act lawfully and professionally.

FCM Rights

• FCM is not responsible for performance issues caused by client delays or misuse.
• Services may be suspended if misuse materially interferes with delivery.

Updates
Continued use of services constitutes acceptance of updates to this policy.

7. Policy Updates & Modifications Policy

Purpose

This policy explains how FCM updates its policies over time.

Practices

• Policies may be updated to reflect service, technology, or legal changes.
• Updates are published on FCM’s website or provided through reasonable notice.

Client Rights

• Policy updates will not retroactively increase fees or materially reduce client rights without express consent.
• Clients may discontinue services if they do not agree with updated policies.

Acceptance
Continued use of services after notice constitutes acceptance of updated policies.

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These policies are incorporated by reference into FirstCall Marketing’s Master Services Agreement.