Affecting every business and coming into force May 2018, the new regulations are aimed to protect the consumer and give them a variety of "rights." Non compliance will lead to very hefty penalties - up to 20 million Euros or 4% of annual worldwide turnover for the previous year (whichever is highest).
The Information Commissioner's Office https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/ is a good starting place, with a basic 12 step process and a GDPR checklist.
Specific businesses will undoubtedly have more work to do than others, in order to fully comply and those operating a call centre will need to address many considerations such as:-
- the justification of call recording and gaining customer's consent
- outsourcing
- data storage and accessibility for clients
- PCI DSS compliance
- staff training
https://www.callcentrehelper.com/how-will-gdpr-affect-the-call-centre-industry-121056.htm
The Merlin Team
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