GDPR – How it changes your contact centre

The General Data Protection Regulation (GDPR) has good reason to exist. The world is a different place since the first generation of data protection legislation that evolved during the 1980s-1990s. We are now in a highly-connected world brimming with ambition to go much further.

Consumers continue to set the pace with their rapid adoption of new digital behaviours. Organisations are trying to keep up, aware that they need to balance expectations for real-time personalised engagement, while also being sensitive to consumer concerns over
privacy and ID theft.

It is therefore no surprise that legislation is in a state of constant catch up. Both the E.U.’s intent to harmonise data laws across member states and the U.K. government’s launch of a national cybercrime strategy are part of the same effort to keep pace.

The former requires organisations to step up their efforts in ensuring the data held on their customers is responsibly and securely managed. The latter tackles the broader issue of containing the ever-growing tide of online criminal activity. Acting in the way GDPR envisages will become a crucial deterrent against cybercrime — a challenge all contact centres face.

It is clear that things have changed so fast that the majority of us are unaware of how our personal data is now collected and used. Traditionally, it was collected directly from us, for example, when we filled in a form. Increasingly, organisations use data that we have not consciously provided.

About the author

Pindrop is the pioneer in voice fraud prevention and authentication. Pindrop provides enterprise solutions to reduce fraud losses and authentication expense for some of the largest call centres in the world.

Pindrop’s patented Phoneprinting™ technology can identify, locate and authenticate phone devices uniquely just from the call audio thereby detecting fraudulent calls as well as verifying legitimate callers.

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