Data Protection – The impact and outsourcing

General Data Protection Regulation

(GDPR: 14 April 2016)

Despite being introduced back in May 2018, GDPR is still a topic at the forefront of every business and data protection, in general, is high on the agenda. Earlier last week, Google apologised after discovering a bug which meant that approximately 100,000 Google Photo users had their private videos shared with other users in error.

This level of severity when it comes to breaches is rare but can happen to any company. In January this year, it was announced that electronic retailer DSG Retail Limited (DSG), better known by the trading brands Currys PC World and Dixons Carphone Warehouse, had been fined £500,000 due to a data breach. The breach occurred between April 2017 and April 2018, before GDPR, so DSG was fined under the Data Protection Act 1998.

Protecting customer’s data is an expectation for any business. GDPR regulations and the Data Protection Act 1998 outline principles which should be at the heart of your company. Failure to disclose any breaches of regulations can result in the Information Commissioners Office (ICO) imposing a fine of up to £8.5 million or 2% of your global turnover.

Aside from the legalities surrounding GDPR breaches, failure to inform customers of a data breach can result in irreparable damage to your business’ reputation and not to mention to your stakeholder’s trust.

Prevention is the best course of action in relation to GDPR breaches however sometimes, despite your best efforts, a breach can occur and the way you manage it is what matters.

How can CallCare support you?

CallCare has 20 years experience in supporting businesses with Data Protection, we will always handle client data confidentially and in line with GDPR guidelines. CallCare hosts all data in an industry-leading data centre, which has been thoroughly tested for security, availability and business continuity. All calls are recorded as part of training and quality assurance and recordings are held securely for one month. To ensure Data Protection, we will never email the call recordings however transcripts can be emailed in the unlikely event of a dispute. All data is encrypted and cannot be accessed outside of the secure onsite server. We are also FCA regulated and PCI compliant for client reassurance and peace of mind. 

To see how we can work in partnership with your business, contact our team today.

Posted by Gemma Harding

As Head of Client Services, Gemma is an expert in the customer service industry. With over 20 years of experience in the call handling process she will guide your organisation to an improved customer service strategy. Hobbies include all thing equestrian.

View other posts by Gemma Harding