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5 Ways GDPR Impact Call Centers in 2018

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The General Data Protection Regulation was introduced to increase safety for EU citizens when it comes to storing personal information. Let's see what steps call centers need to take in order to become complaint with the new regulations.

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5 Ways GDPR Impact Call Centers in 2018

  1. 1. 5 Ways GDPR Impact Call Centers in 2018
  2. 2. What is GDPR?
  3. 3. The General Data Protection Regulation(GDPR) is a set of rules specifically designed to strengthen data protection law for all the individuals relating to the European Union(EU).
  4. 4. -Paul Cunningham “ The GDPR has Two Levels of Fines Fines of €10 million or 2% of revenue, whichever is higher can be charged on data controllers and processors if a company didn't follow the principle of security by design i.e. not keeping adequate records of data processing. Lower-Level
  5. 5. -Paul Cunningham “ The GDPR has Two Levels of Fines Fines of €20 million or 4% of revenue, whichever is higher can be charged on data controllers and processors for the most serious infringements such as breaches of data subjects “freedom and rights”, international transfer of personal data Higher-Level
  6. 6. GDPR Impact On Call Centers
  7. 7. In contact centers, agents access personal data of customers for delivering customer services. They require GDPR compliant technologies to prevent any data breach and unauthorized use of customer data. Let’s understand how GDPR will affect call centers:
  8. 8. Customers will have the right to access and edit their personal data by raising a request to call centers without any charges. 1. Access to Personal Data
  9. 9. The GDPR governs how call centers will store and handle customer information. A thorough audit of the data will be done in order to identify gaps. 2. Data Storage
  10. 10. The GDPR allows its customers the right to ask companies to delete their data on requests. 3. Right to Remove
  11. 11. A Call center should have a plan ready when data breach occurs. They will have only 72 hours under the GDPR to notify the relevant authority. 4. Data Breach Notification
  12. 12. Gone are the days of blindly collecting customer information or recording calls. After GDPR becomes effective, agents will need to request permission from customers before recording their calls. 5. Customer Consent
  13. 13. What Can a Company Do to Comply With GDPR? ❖ Understand the personal data collected ❖ Know the reason behind the data collected ❖ Know the methods use to segregate the data ❖ Know the processes used to manage the consent
  14. 14. 6C Dialer is one stop solution for all your communication needs ranging from Hosted Predictive Dialer, Call Center Solutions to Voice Broadcasting and VoIP services. For more information, visit: www.6cdialer.com Or call at tel:1-833-333-9222 About Us
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  16. 16. References How will GDPR Affect the Call Center Industry? How GDPR Does Change Call Center Industry Dynamics?

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