What the GDPR Means for Your Contact Centre
It is important to realize that if your organization operates outside of the European Union (EU) and you have only one EU contact in your contact center database, you will need to understand and follow the General Data Protection Regulation (GDPR) . ) Your preparation time is running out. The new rules will be effective from May 25, 2018. This time, qualified organizations have to show that they comply with GDPR or prove that they are. Take action to do so. Although the law is not about fines but noncompliance will suffer, fines of up to 20 million euros or 4 percent of the company’s annual global turnover, whichever is greater. If you put GDPR on the back burner, now is the time to face it. Here’s what you need to know and how Calabrio can help. How does GDPR affect your contact center GDPR greatly expands the responsibility of your contact center as it greatly extends the rights of customers about their personal data. Here, at a higher level – your customers will be given additional rights over what is done and “agreed”. The right to notify the GDPR gives everyone the right to be informed about the collection and use of their personal data. The GDPR’s right to restrict processing allows individuals to “block” or suspend processing of their personal data. Right to Goods With GDPR, individuals have the right to object to the processing of their personal data unless you are able to provide a valid reason for processing. The rights related to automated decision making and GDPR profiling provide customers with protection from automated decision making systems. Resists the automatic processing of personal information to assess certain things about individuals as a whole and without human involvement. With GDPR, you will need to be able to search every piece of customer data stored in your Workforce Optimization (WFO) system and provide instructions if the customer requests it. The GDPR Reform Rights allows customers to request corrections to their personal data, so your contact center representative and other administrators need an easy way to find, update, and save this personal data change. GRPR allows customers to request that you delete all data collected about them, a request that you must comply with, unless it needs to be provided. Achieving the purpose for which your originally collected or legal basis was collected as a personal consent. GDPR data portability rights allow customers to request that you provide all your personal data in a commonly used format such as CSV or XLS, which can be used for any purpose in the services. These requirements can seem overwhelming. But it does not have to be. CALABRIO eases GDPR compliance Calabrio One’s advanced capture, view, delete, and data security capabilities give customers control over their personal information. And by making it easier for contact centers to record and maintain customer evidence of consent, Calabrio makes it easier for your contact center to comply with your GDPR. data capture. Calabrio One can protect sensitive customer’s personal information, such as email addresses, first or last name, and custom metadata options in text or from recorded calls during conversations, or it can sync this information with the caller. Automatic Exit (ACD) or other contact center system. Calabrio’s data capture capabilities are capable of tracking consent and storing personal information securely, as well as sensitive, unstructured data collected from the ACD or through voice or email interactions. Viewing data, Calabrio One’s reporting solution with ad hoc export capabilities can help you quickly get data in a format that is easy to see for customers requesting that information. The system also identified any significant system changes or updates. Data deletion or anonymity Calabrio One workflows are easy to delete and clean up customer data and related records, as well as erase all personally identifiable information – if the customer requests that action. Data security. Calabrio One leverages various industry standards and best practices to protect our customers’ data. Important notes are our end-to-end RSA 2048 / AES encryption, which performs simultaneous recording of customer data. Rest between origins, transportation and at no extra cost. The GDPR deadline will arrive in less than 75 days, make sure your contact center is ready. 1 Customers should adopt proper procedures and procedures to clean the data. No data was edited. The workflow will be removed via the rule.


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