07/08/2018

In recent months GDPR has become one of the biggest talking points for organisations across the UK.

Like the previous Data Protection Act, the GDPR is focussed on the ways in which businesses process, protect and secure their data. However, it’s also introduced some major changes. The biggest being the shift of balance between the needs of the customer over that of the business.

In short, the GDPR outlines the following:

  • Article 15 gives the data subject the right to access their data and entitles them to a copy of the data
  • Article 17 gives the subject the right to request erasure of personal data
  • Article 20 gives the subject the right to transfer their personal data from one electronic processing system to another, without being prevented from doing so by the data controller
  • Article 34 requires that this subject is notified if there is an ‘adverse’ data breach

At GT, we are focussed on providing the most efficient and effective communication solutions for our customers. We take into account new legislations and government regulations, such as the GDPR, to ensure your systems continue to serve your business needs, as well as demonstrating compliancy.

Keep reading to find out how the GDPR will affect your business communications and what we’re doing to help.

How will this affect your telephony?

Whilst the GDPR doesn’t affect the telephone system itself, it will impact communication software, including call recording. This means that your organisation now has two choices when it comes to recording your calls; either stop recording them altogether, which often isn’t an option, or begin recording them differently.

Identifying your callers

For your call recordings to comply with the new regulations, you need the ability to easily identify the caller. If you can identify the individuals, you can give them access, right to erasure, portability and breaching notifications required by the legislation. It might sound complicated, but with the right tools and software, your business will be compliant.

Our software allows users to input a caller identifier (for example, an NHS number or customer reference) which is stored alongside the recording. This means that recordings can easily be given to customers if requested, erased or moved, and customers can also be notified if there is a data breach. The software also allows you to:

  • Cease recording calls that do not tag or identify the recording
  • Consider deleting old call recordings that are not tagged with caller identifiers
  • Only record calls using software that allow caller identifiers to be tethered to the call recordings

Anything else?

It’s important to remember that, prior to recording any call, you should be informing customers that the conversation will be recorded, as well as the legal basis on which you intend to process their data. If there is no legal basis, you will need to gain their explicit consent.

To ensure this is clearly explained to callers, you will need to update your auto-attendant message. Once you have taken advice and agreed the lawful basis for which you will be recording calls, GT can support you in scripting, personalising and recording your auto-attendant messages.

For more information, or to book your free of charge consultation get in touch with one of our communications experts today.

Glamorgan Telecom are simply offering advice on this issue. If you are looking for more information regarding the GDPR, please seek advice from the Information Commissioner’s Office.