Discussion for Call Center

1. GDPR For Non-European Region
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2. Topic
• Why Non-European Region Matters?
• Which industry shall prepare for?
• What should be prepared?
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3. Why Non-European Region Matters?
• Because…
• European Citizen, include travel/work outside EU regions
• Personal Data “Travel” around the world
• Organization is the “Controller”
• Controller responsible for Data Security
• even Outsourced to 3rd Party
• Customer also know their own Rights
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4. Which industry shall prepare for?
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• Industries that provide services to individual
customers
• Whoever have “individual member data”
• Financial services
• Insurance
• Call Center

5. Call Center - I
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• Justify the requirement to…at the first place
• People who involved, MUST given consent to be
recorded
• Recording is necessary for
• Protect the interests of individual
• Public interest for official authority
• Legitimate interests and Legal Requirement
• Fulfilment of a contract

6. Call Center - II
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• Right to be forgotten
• Data transfer, Visibility and Access to registered data
• Where the Data Stored, Relevance, Accessibility (how
individual can maintain personnel data)
• Beyond the card data
• PII such as Personal, Customer and Employee data
• Legitimate Contact
• Privacy Shield and GDPR contact of authority

7. If we are PCI-CSS Certificate?
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• Encryption, Auditing, Logging, Monitor
• Analytics the flow of data
• Capture and analyze customer interaction
• Annual Reviews of the processed card data

8. What should be prepared?
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• Processing Flow and Method of personal data
• Include Employees, Customer, and Sales Contacts
• Consent Page for new and existing individuals
• Include actions before take recording
• IVR and/or CRM systems
• Support self-service access/approach?

9. Data
Flow
Example
Client of
European
Citizen
Call
Center
/ US
Call
Center
/ CN
Call
Center
/ EU
CRM
DB
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OneCall
Data Flow
Data Stored

10. General Picture
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11. Thank You
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