Are you looking for a high-level overview of the General Data Protection Regulation (GDPR)? Do you want to determine your role for processing personal data under the law? Do you want to find out how GDPR applies to the speech analytics and call center industries? In this webinar, KirkpatrickPrice’s Director of Regulatory Compliance, Mark Hinely, partners with CallMiner to answer these questions.
GDPR Best Practices
Ensuring that your organization is GDPR compliant is paramount if your call center collects, stores, processes, or transmits the personal data of EU data subjects. Because of this, we suggest following these GDPR best practices:
- Data Mapping: Organizations need to identify where their data is coming from and where it goes. A call center associate might collect a name, date of birth, and email address, but a payment collection associate might collect just payment card information. If a data subject requests that data is erased, you must be able to identify where each piece of information lives and which channels it goes through.
- Identify and Document Each Legal Basis for Processing: Organizations may have multiple processing activities occurring at the same time. For example, if your call center associate was an EU data subject, then you might have to establish a legal basis not only for processing the data of the consumer, but you would also have to establish a legal basis and document the legal basis for processing the legal basis for processing personal data of your employee.
- Create a Flow Chart for Data Subject Rights: Organizations must understand each right that GDPR gives EU data subjects. For example, if a data subject submits a request for erasure based on a withdrawal of consent, your organization must be able to identify if it can refute that request for erasure because it has a legal requirement to keep that data, if it’s in the public interest, or if the data is being used for litigation purposes.
- Establish and Monitor Security Standards: Organizations must identify appropriate technical and organizational measures to ensure security based on the risk of processing. If your organization, for example, processes special categories of data such as genetic data, healthcare data, biometric data, or racial data, you’re going to have greater risk and thus will need greater security measures.
Following these four GDPR best practices will help your organization demonstrate your commitment to GDPR compliance, but it’s just the tip of the iceberg. To learn more about how organizations in the speech analytics and call center industries can ensure GDPR compliance, watch the full webinar now. For more information about GDPR compliance or to learn about our GDPR services, contact us today.
CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner’s market leading cloud-based voice of the customer analytics platform automatically analyzes contacts across all communication channels: calls, chats, emails, SMS, surveys, and social.