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.

1. 5 Ways GDPR Impact
Call Centers in 2018

2. What is GDPR?

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. -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. -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. GDPR Impact On Call Centers

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. 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. 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. The GDPR allows its
customers the right to
ask companies to delete
their data on requests.
3. Right to Remove

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. 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. 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. 6C Dialer is one stop solution for all
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For more information, visit:
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Or call at tel:1-833-333-9222
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16. References
How will GDPR Affect the Call Center Industry?
How GDPR Does Change Call Center Industry
Dynamics?