Five Ways to Prepare Your Call Centre for the GDPR - Pindrop - ContactCenterWorld.com Blog
Call centres have come a long way from purely recording calls for training and monitoring purposes. With the growing popularity of voice biometric technology, call centres can now collect new, crucial data points that businesses use to identify their customers. Because of that, it is imperative that the call centre is more aligned with other departments – so any data that is collected can be stored easily and securely.
With the EU General Data Protection Regulations (GDPR) incoming, this issue is more relevant and urgent than ever. Under the new rules, data breaches will be met with severe fines – up to €20 million, or four per cent of total annual global turnover, whichever is greater. Not just that, the floodgates could open to a greater number of disputes over data security.
Cases such as the 2015 Court of Appeal ruling against Google that meant that Safari users have the right to sue the tech giant en masse for tracking their browsing data, and the matter involving Morrison’s employees having the ability to bring group action against the retailer after a data breach in 2014, are just a couple of instances that could be a regular occurrence when GDPR comes into force in 2018.
In light of this, companies storing sensitive data about their customers must treat it with absolute rigor. Here are five considerations prior to GDPR launching:
1. Review how (and where) you store customer data
The GDPR governs how organisations must handle the personal data of individuals based in the EU. This means that there will be tighter regulations on recording and archiving customer calls, amongst other data. How is this information stored? Is it even stored within your organisation? If you outsource any touch point of the call journey – i.e. tech support, customer service, sales – how do they access this information? A thorough audit of the data trail, to and from the call centre, will need to be done to identify where there are gaps.
2. Update your customer-facing processes
The GDPR guarantees customers a vast array of rights when it comes to their personal data. Individuals have the right to know why an organisation is processing their data, the right to object to automated decision making based on their data, and the right to change inaccurate data. How will your call centre operation communicate this information or process these kinds of requests? This could be a particular issue with passive enrolment processes, for voice biometric data, which by their very nature capture customer data automatically. Businesses will need to invest in technology that facilitates these new processes and training to ensure call centre employees are up to speed.
3. Check that your providers are GDPR ready
Publish Date: August 14, 2017 5:00 AM
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