What can the EU’s new data security and privacy policy mean for call centers?

James Glenn Gomez Published on February 12, 2018

The European Union’s (EU) new data security and privacy directive seeks to improve how businesses, including call centers, handle vital and personal data of the trade bloc’s constituents.

This presents implications on how contact centers should process an EU citizen’s personal information.

In early 2016, the EU signed into law its new data protection policy, the General Data Protection Regulation (GDPR). The 28-nation political and economic entity gave companies around the world a two-year grace period to adhere to the standards of the said legislation when handling the personal information of EU citizens.

As the May 25 deadline looms near, it’s important to know how this can affect your call center should you handle EU customer data.

With privacy in mind from the very beginning, the GDPR replaces the bloc’s rather outdated Data Protection Directive. It aims to enhance the data protection an EU citizen receives by giving them more control over their personal data. Some of the notable rights the GDPR protects are the following:

data security GDPR depiction judge gavel on computer keyboard

  • Right to access- EU citizens should be able to access the personal and supplementary information they need without red tape;
  • Right to access- EU citizens should be able to access the personal and supplementary information they need without red tape;
  • Right to erasure- The right to be “forgotten,” allowing users to request for their personal data to be purged;
  • Right to data portability- Lets users easily transfer their personal data from one platform to another;
  • Right to be informed- Gives users transparency on how their data is used; and
  • Right to object- Right to compel businesses to not use or process their personal data (i.e., for marketing purposes).

Implications of the GDPR for contact centers

At first glance it may seem that this won’t affect offshore call centers, but as long as your company handles or processes the personal information of EU citizens, you’re liable under the GDPR. Here’s how the GDPR will affect your contact center.

  1. It may increase data protection investments

    data security executives discussing investing in better data protection
    With the deadline nearing, companies are expected to ramp up their expenses with regards to improving their data security protocols. According to a PricewaterhouseCoopers’ survey, 77% of its respondents plan to spend up to $1 million or more in order to comply with GDPR requirements.

  2. There will be more stringent data breach protocols

    data security officers inspecting data center

    The GDPR has safeguards that ensure privacy disasters—such as Uber’s massive 2016 breach and its subsequent cover-up—will be alleviated or fixed in a short window. The EU will be enforcing a 72-hour window for reporting security intrusions at the time such breach was discovered. Protocols for vulnerability impact assessments are also present to mitigate and address such glitches, especially on zero-day—the day the bug was discovered.

  3. Massive penalties may be imposed

    lady justice judge gavel surrounded by money cash for data security
    The EU will be imposing huge fines for failing to uphold the provisions of the said legislation. In fact, for noncompliance and neglect for privacy alone, a company can be sanctioned by the trade bloc to pay up to 20 million or 4% of a company’s global annual turnover, whichever is higher, on a case-to-case basis.

  4. Consumer empowerment will be observed

    data security depiction GDPR blue padlock on credit cards

    Call center processes will have to be modified or changed to comply with the standards set by the GDPR. The updated data protection law will uphold the importance of consumer consent, as seen with the rights it protects, such as right to erasure and right to object. One of its effects would be felt on how contact centers use call recording and archiving as stricter policies will be placed around these.

Despite the seemingly difficult road ahead, ensuring that your outsourcing partner is GDPR-compliant is a must. As a multilingual call center, Open Access BPO complies with stringent data security policies like the GDPR. Contact us today and find out how we can provide high-quality customer support and content moderation services as we keep you and your customers’ personal data safe.

Join us on facebook
Open Access BPO 0 hour ago
Delivering exceptional #CustomerExperience starts with a passionate, unified team.
But if your #CallCenter agents are struggling with poor team dynamics and a lack of teamwork, it's time to intervene.

To supercharge employee engagement in your #ContactCenter, consider these powerful coaching strategies: https://buff.ly/w89ehB3

——————————
Ready to transform your customer experience and build an unstoppable team?

For quality #outsourcing frontlined by diligent, skilled experts: https://buff.ly/3yaDcXW

#WeSpeakYourLanguage
#EmployeeDevelopment #CX #ElevateCX
#OutsourcingCallCenter #CallCenterTraining
Open Access BPO 2 days ago
How can we build stronger, more resilient teams together?
The answer starts with empowering employees to prioritize their well-being.

Self-care isn't a perk, it's a foundation for success for any brand, but only if you're sincere in your employee care.

Here are helpful ways to ensure employee self-care: https://buff.ly/pwwtsoR

——————————
We empower our teams to create #CustomerExperiences for your customers.

Our workplaces are built to prioritize self-care for our employees and drive success for our partners.
Outsource with us: https://buff.ly/3yaDcXW

#WeSpeakYourLanguage
#MentalHealthMonth #MHM2025
#MentalHealthAwarenessMonth
#OABPOforMentalHealth
Open Access BPO 3 days ago
𝗧𝗲𝗮𝗺 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗿𝗼𝗹𝗹𝗲𝗱 𝘂𝗽 𝘁𝗵𝗲𝗶𝗿 𝘀𝗹𝗲𝗲𝘃𝗲𝘀 𝗳𝗼𝗿 𝘁𝗵𝗲 𝗳𝗶𝗿𝘀𝘁 𝗹𝗲𝗴 𝗼𝗳 𝙋𝙡𝙖𝙣𝙩 𝙞𝙩 𝙁𝙤𝙧𝙬𝙖𝙧𝙙, 𝗼𝘂𝗿 𝘁𝗿𝗲𝗲-𝗽𝗹𝗮𝗻𝘁𝗶𝗻𝗴 𝗶𝗻𝗶𝘁𝗶𝗮𝘁𝗶𝘃𝗲 𝗵𝗲𝗹𝗱 𝗶𝗻 𝗦𝗶𝗻𝗶𝗹𝗼𝗮𝗻, 𝗟𝗮𝗴𝘂𝗻𝗮 𝗼𝗻 𝗠𝗮𝘆 𝟭𝟬, 𝟮𝟬𝟮𝟱.

Held in partnership with non-profit Fostering Education & Environment for Development, Inc., volunteers from the call center's Makati office planted 200 indigenous forest trees in the UP Laguna-Quezon Land Grant–part of the Sierra Madre's 9,000+ hectare protected forest.

The initiative focused on targeted reforestation and biodiversity conservation within this crucial ecosystem.

𝘗𝘭𝘢𝘯𝘵 𝘪𝘵 𝘍𝘰𝘳𝘸𝘢𝘳𝘥 underscores Open Access BPO's commitment to corporate social responsibility. By actively engaging in green initiatives, the company demonstrates a tangible dedication to creating a positive impact on the environment and the local community.

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO
Open Access BPO 3 days ago
This May, the conversation around #MentalHealth awareness rightly shifts towards action.

At Open Access BPO, we're dedicated to fostering a culture where our employees' mental well-being is a priority, through our employee engagement activities, employee-centric policies, and healthcare initiatives: https://buff.ly/kBYj9xI

This commitment empowers our team and reinforces our belief in the importance of advocating for better support for all.

#WeSpeakYourLanguage
#OneForHealth #MentalHealthMonth
#MentalHealthAwarenessMonth
Open Access BPO 3 days ago
#𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗶𝘀 𝗼𝗳𝘁𝗲𝗻 𝘁𝗵𝗲 𝗳𝗶𝗿𝘀𝘁 𝗮𝗻𝗱 𝗹𝗮𝘀𝘁 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻 𝗮 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗵𝗮𝘀 𝘄𝗶𝘁𝗵 𝗮 𝗯𝗿𝗮𝗻𝗱.
It offers multiple opportunities to make a great impression and build lasting loyalty.

But even a single customer service blunder can quickly turn a positive #CustomerExperience sour.

There are more support failures that can may customers abandon your brand and check out your competition.

What you do to prevent them from happening is critical.
Start with a powerful #CustomerSupport strategy: https://buff.ly/xr3yMqT

----------
Let's give your consumers the #CustomerExperience they'll be talking about for years: https://buff.ly/3yaDcXW

#WeSpeakYourLanguage
Open Access BPO 4 days ago
Expanding your #startup internationally can unlock a world of opportunities.
From market research to talent acquisition, #outsourcing can be a powerful tool to streamline your global expansion.

But how can you tell if your startup is truly ready to take on the world?
Before you take the leap, check out these essential signs of international expansion readiness: https://buff.ly/aEtrOFi

——————————
Ready to take the leap and expand your startup internationally?

Let Open Access BPO help you navigate the complexities of global expansion through our #BPO solutions: https://buff.ly/3yaDcXW

#WeSpeakYourLanguage
#OutsourcingCX #CustomerSupport