Friday, 8 December 2017

Call Centres - are you GDPR ready?

General Data Protection Regulations.  These words will either strike fear for some or a smug smile for those that are ready and prepared.

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 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 
 A link to a useful article addressing these issues by the Call Centre Helper is below, where a panel of experts assess the situation.

The Merlin Team

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