Semafone has created a guide for contact centres to help them comply with the EU General Data Protection Regulation (GDPR).
The guide was compiled with the help of four industry experts specialising in data security, GDPR, and contact centre technology and offers practical advice summarised in a 12 step path to compliance.
Semafone cites research from TrustArc that says only 21% of UK organisations believe they are GDPR compliant, despite the regulation coming into effect in May. Other EU countries are further ahead with 27% of businesses stating they are GDPR compliant, but the numbers are even lower in the US (12%), where companies may not have realised the regulation can apply to them as well.
Tim Critchley, CEO of Semafone, said: “Contact centres are under extreme scrutiny when it comes to GDPR. Not only do they handle huge amounts of personal information, but they also have to take into account factors such as call recording and payment handling, which can present serious and complex challenges when it comes to data protection. In addition, contact centres are staffed by agents who themselves need to be protected under the terms of GDPR. This guide helps contact centres to better understand and meet these challenges.”
The full guide can be downloaded here.
Contributors to the report include:
Simon Martindill, Marketing Director, 360 Solutions
Patrick Cooper, Independent Consultant specialising in data and EU GDPR.
Ben Rafferty, Global Solutions Director, Semafone
Shane Lewis, Information Security Manager, Semafone