Comprehensive call centre monitoring for GDPR compliance

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Call centre technology including speech analytics and voice call monitoring will be even more essential from May 2018 in order to ensure GDPR compliance as the new regulation comes into effect.

The General Data Protection Regulation is due to come into force on May 25th and introduces new, stricter rules about the way businesses collect and use individuals’ personally identifiable information.

It covers issues like the use of personal contact details for sales and marketing, and the ways individuals are informed of their rights to opt out of future communication.

But it also has implications for inbound call centres and how you collect and store private information from the people who call you.

GDPR compliance with call centre monitoring

The specifics of GDPR compliance are complex and may depend on exactly what business you carry out via your contact centre, but some issues to consider include:

• How you tell callers and call recipients about your data protection and privacy policies.
• How you allow them to opt out of future contact or delete their data from your lists.
• How early in the call you raise the issue of data protection under the GDPR.
• Which methods you provide to erase data – whether over the phone or an online page.

Remember to take into account any other regulatory requirements that would prevent you from deleting the data you hold, so that you do not make promises to call recipients that you cannot legally deliver.

Comprehensive call centre monitoring is a crucial extra layer of protection, with the ability to monitor calls 24/7 beyond what you could achieve manually, and to flag up any calls with cause for concern.

How speech analytics can help GDPR compliance

Speech analytics is a powerful tool in call centre monitoring in general, but it has specific applications for GDPR compliance too.

With speech analytics, you can ‘listen’ for a library of phrases, for example the different ways you inform callers about your GDPR policies.

In calls where your newly introduced GDPR notifications are not detected in an appropriate form, you can follow up by listening to the recorded call in full and providing re-training for the call agent if needed.

This of course is in addition to all of the existing benefits of speech analytics, such as flagging up any calls where negative phrases and stressful interactions are detected, so that you can investigate and prevent customer complaints.

GDPR compliance after Brexit

There is still the question of what happens after March 29th 2019, which has consistently been stated as the deadline for the completion of the UK and EU’s Brexit negotiations.

As a regulation introduced before that date, GDPR will still apply to the UK and is likely to continue to do so in the same way after Brexit, including throughout any transition period and beyond.

If you work with partners or customers in other EU member states, it is especially important to ensure you can demonstrate GDPR compliance, as this might mean the difference between whether or not you can continue to trade with countries on the continent after Brexit.