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How GDPR is impacting the Customer Contact Industry


The General Data Protection Regulation (GDPR) had an impact on all sectors and businesses sizes. The regulation was implemented on the 25th of May 2018 and has changed the way in which organisations operate.

Each day, contact centres process and accumulate vast amounts of personal customer data. In fact, the contact centre could be considered the richest store of customer data. Therefore, organisations that rely on customer data to perform their business activities have to be extra careful and ensure they comply with the regulations. Here are some key recommendations to ensure that your contact centre is GDPR compliant:


GDPR focuses on protecting the data subject’s rights. It is essentially about putting better measures in place to protect customer’s data. Contact centres not only need to ensure that they can provide this protection but they need to evidence it too. Contact centres need to ensure that they have the appropriate processes in place to ensure that they respect data subjects rights.

Call Recordings

As a result of GDPR, contact centres now face stricter rules for recording and archiving customer’s interactions. According to, Contact centres must be able to justify that a call recording is necessary either for contract fulfilment, legal requirement or protection of a party’s interests.

Contact centres that state that their call recordings are for training or for quality purposes, will have to gain consent from the individual. Contact centres should consider appointing an internal Data Protection Officer to ensure that they are complying with regulations.

Personal Data

GDPR significantly impacts your contact centre’s responsibilities as it expands customer’s rights over their own personal data. GDPR now gives individuals the right to delete any personal information that organisations may hold about them. Customers can now have the right to access data that organisations may store about them. Contact centres need to be able to locate every piece of customer data stored within their workforce optimisation system, and communicate how that data is used, should a customer request to view that information.

A positive outlook

GDPR certainly changes the way organisations and customers engage. GDPR undoubtedly improves standards surrounding privacy and data protection. However, failure to comply with regulations, could result in contact centres receiving hefty fines for data breaches. The size of the fine for data breaches could be up to €20 million. Therefore, contact centres need to ensure they understand the implications of GDPR to avoid be fined.

Crios Group is a cluster of Irish Business Process Outsourcing (BPO) companies who provide customer contact solutions, sales support, financial services & multilingual support. Find out more here: