4 Steps Contact Centres Should Take to Prepare for GDPR

By CIO Review Europe | Monday, December 21, 2020

FREMONT, CA: Everyone is talking about GDPR. The new legislation is bringing major changed to the business world, and contact centres, which usually deal with a huge volume of data, are certainly no exception. The issue is more important than ever to make sure that contact centres are playing by rules. Check out this GDPR checklist.

• MAKING CONTACT CENTRE AGENTS AWARE OF THE RULE

The new GDPR rule will apply to every business that process data within the EU and organisations outside the EU that offers service in the EU. This means GDPR will require companies to take a fresh approach to how they acquire, manage and store personal data. Now it is time to make sure that everyone in the contact centre knows how the GDPR reforms will affect the business and the serious consequences of non-compliance can create.

• DEVELOPING CLEAR PRIVACY POLICY

With GDPR, companies must clearly communicate to customers the purpose of collecting their data. If the contact centre collects data or records calls from customers, it will need to write clear and easy to understand the privacy policy. In doing so, contact centres should clearly communicate to customers why their data is being requested and how the company intend to use it in future activities.

• ADOPTING PRIVACY BY DESIGN

The prime goal of GDPR is to mitigate the amount of customer data that companies collect by default. From securing consent for sending emails to cold calling, GDPR emphasises building privacy protections into products and processes. As a result, the contact centre's data-driven strategies should include plans for privacy and data protection. Apart from this, making sure that contact centres have suitable measures in place to detect, report, and inquire data breaches.

• UPDATING CONTACT CENTRE TECHNOLOGY

Technology can play a vital role in complying with new GDPR requirements. So it should be seen as a great opportunity to update contact centre technology. For instance, the technology that integrates multichannel communication with CRM will help contact centres manage all the implications of GDPR smoothly.

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