CRM Performance Measurement — Employee Privacy Notice (Template)
A privacy notice template under KVKK Art. 10 and GDPR Art. 13 for employers who use the Teknik Danışman CRM Performance feature to give to their help desk staff.
Last updated: 2026-10-30
How to use this template
The employer is the data controller for this processing; Teknik Danışman processes the data on the employer's instructions as a data processor. Fill in the parts in [square brackets], give the notice to every agent before connecting the CRM (email, intranet or signed copy) and keep proof that it was delivered. If you have agents working under another country's law (for example India's DPDP Act 2023 or GDPR in the EU), check the local requirements. This is a template, not legal advice; please have it reviewed by your legal adviser.
1. Data Controller
[Company legal name], [registered address], [email / phone for privacy requests] ("the Company").
2. Personal Data Processed
- Identity and work contact details: your name, your work email address and your agent ID in the CRM help desk ([CRM name, e.g. Zoho Desk]), and the departments you belong to in the CRM.
- Daily summary figures about your help desk work: number of tickets solved and reopened, number of responses, average first response time and average resolution time (measured within CRM business hours); updated every morning for the previous days.
- Current workload: the number of tickets open, on hold, due within an hour and past their SLA (due) time that are assigned to you — counts only, taken at each sync (once a day by default; your employer may choose every 12 or 6 hours, or manual sync); earlier values are not kept.
- Hourly team figures: number of tickets received per hour (not linked to you individually). Whether you are online in the CRM is not read.
The content of tickets, your messages to customers and customers' contact details are not processed for this purpose and are not transferred to the reporting platform. Where your CRM email address matches your employee record, the scorecard shows your name from the employee record.
3. Purposes
- Monitoring the help desk team's workload and service quality
- Shift and capacity planning (for example for the high season)
- Identifying training and support needs
- Providing supporting information for performance reviews
4. Legal Basis
KVKK Art. 5(2)(c) — processing is necessary for the performance of the employment contract; and KVKK Art. 5(2)(f) — the Company's legitimate interest in managing service quality and staffing, provided it does not override your fundamental rights and freedoms. Under GDPR: Art. 6(1)(b) and (f). [If your legal adviser recommends another basis, update this section.]
5. No Decisions Based Solely on the Scorecard
The scorecard compares each agent with the median of their own department. It is supporting information: decisions such as bonuses, warnings or termination are not taken based solely on these figures, and they are always assessed by a manager together with the context (ticket difficulty, leave, other duties). Under KVKK Art. 11(1)(g) you have the right to object to a result against you that arises exclusively from automated analysis.
6. Transfers
- CRM provider: the figures are produced by the CRM help desk the Company already uses ([CRM provider and data centre, e.g. Zoho Corporation, United States]); the data is already held there under the Company's agreement with that provider.
- Reporting platform (data processor): the summary figures are read, read-only, by the Teknik Danışman platform (operated by Ali Enis Tekin, ADNAN KAHVECİ MAH. HASBAHÇE CAD. HASBAHÇE HASBAHÇE SİTESİ A2 BLOK NO: 1 A İÇ KAPI NO: 3, Beylikdüzü / İstanbul 34528), which hosts the data on servers in Germany (Hetzner Online GmbH). [Transfer safeguard under KVKK Art. 9, e.g. standard contract — to be completed by the Company.]
- Within the Company the scorecard can be seen only by [managers / HR — list the roles]. Each agent may ask to see their own figures.
7. Retention
The figures are kept on the reporting platform for as long as the CRM connection is active, and are deleted in full when the Company disconnects the CRM. [The Company's own retention period, e.g. "Scorecards older than 24 months are deleted", if applicable.]
8. Your Rights
Under KVKK Art. 11 (and GDPR Arts. 15–22 where applicable) you may ask whether your data is processed, request information, ask for correction or deletion, learn to whom it is transferred, object to a result against you arising exclusively from automated analysis, and claim compensation for damage caused by unlawful processing. Send your request to [privacy contact]; the Company replies within 30 days at the latest.