Skip to content
GESDITEL
  • Home
  • Services
    • Virtual PBX
    • Virtual Business Assistant
    • Telemarketing Software
    • Call Center Software
  • Support
  • Success Stories
  • Blog
  • Contact Us
  • whatsapp-us +34698940525
  • ☎️ +34911940525
  • EnglishEnglish
    • EspañolEspañol
    • EnglishEnglish
GESDITEL
GESDITEL
  • Home
  • Services
    • Virtual PBX
    • Virtual Business Assistant
    • Telemarketing Software
    • Call Center Software
  • Support
  • Success Stories
  • Blog
  • Contact Us
  • whatsapp-us +34698940525
  • ☎️ +34911940525
  • EnglishEnglish
    • EspañolEspañol
    • EnglishEnglish

Customer Service Obligations under the RGPD

atencion cliente RGPD


⏱️Tiempo de lectura: 3 minutos, 8 segundos

Customer service RGPD: ✅ Do you know what are the obligations of customer service companies in relation to the RGPD? 🥇 Below we inform you of everything related to the data protection of your customers and workers so that you can comply with the law 100%.✌ Attention!.

Companies that have a Customer Service Center (CAU) or a Customer Care Service (SAC) must comply with a series of obligations established in the LOPD (Organic Law on Data Protection) and in the RGPD (General Data Protection Regulation).

These obligations are related to the data protection of the users they serve. Their main purpose is to guarantee users the protection of their personal data.

We will begin by explaining what a user service center and a customer service center are for a better understanding of the obligations they must fulfill.

User service center.

“It is the tool that allows companies to have a communication channel between users and agents to resolve incidents occurring in incoming calls, allowing consultation and follow-up.”

Customer service.

“It is an administrative area in charge of integrating information and managing the procedures requested by customers in a single area, for better identification and accessibility.”

Just as incoming and outgoing calls are important in a call center, so are they when it comes to customer care, but, in this case, the security of data protection of incoming user calls is more important.

Therefore, we will focus on explaining what are the obligations of companies that have a customer service regarding the data protection of callers.

If you are interested in knowing what are the obligations that a call center has in terms of data protection, we also have it at your disposal. Or, perhaps, you already have a CAU or a SAC and you want to know how to manage it with a simple manual.

 

Why is it important to comply with the RGPD in customer service?

As we are dealing with personal data of each of the users served by a customer service, the information provided by the customers must be treated appropriately.

As these data do not belong to the company, but to the user, the LOPD and the RGPD have established some basic rights for the owner of the data, which are: access rights, ratification rights, cancellation rights and opposition rights.

These rights are known as ARCO rights and are complemented by the user’s rights under the RGPD. Compliance with this data protection law in a SAC or a CAU avoids economic and/or disciplinary sanctions by the user towards the company.

Thanks to these obligations on the part of companies or public and/or private administrations, users have control of their personal data.

✅ Increase your customer base with our Telemarketing Software, We set up and maintain your own Call Center to make you 💰RICO💰 in customers . FREE Trial



In addition, all users have the right to have all their information recorded in a safe place, in a technical support center or in writing, and must be duly informed at all times about:

  • Existence of these files
  • Purpose of the same
  • Possible recipients of the information
  • Identity and address of the person responsible for its maintenance
  • Possibility of the exercise of your rights

 

What needs to be done to comply with the LOPD and the RGPD in customer service?

User data can be collected in different ways: by telephone, in writing, in person or telematically, and all of them are equally valid. Let us remember that the new RGPD does NOT accept as valid the tacit or implied consent of users to process their personal data.

Therefore, their consent to share their data must be clearly stated. With the new data protection law, consent must be unambiguous and explicit, and the information must be written in a concise, transparent, intelligible and easily accessible way for users.

For this reason, it is important that all companies that have a customer service department inform each and every one of their customers at the beginning of incoming calls that conversations are being recorded for greater security and data protection.

This notification for the customer’s consent is done automatically by the support center, which is also responsible for storage and management. The customer has access to the recording on request thanks to the ARCO right.

 

rgpd customer service

 

What are the obligations of a call center with data protection? 

These collections of user data must be available to the data subject at all times. Gesditel’s solution with the RGPD and the LOPD allows managing the personal data collected in a very simple way for an optimal management of them and a better access before possible requests for modification, deletion, … by the user.

In addition, it allows data controllers to verify, in a very simple way, the contracts that are made to corroborate that they have the necessary consent. In the case of not having such consent, the user must be requested immediately. This can be total or partial, for example:

  • Full consent: the user gives his consent to the processing of his data and the sending of commercial communications
  • Partial consent: the user consents to the processing of his data and does not want commercial communications to be sent to him.

It is therefore important for companies to have a computer system that allows them to manage personal data collected through writings or incoming calls and easily find them at the desired time to make them available to the user.

We have a telemarketing software that allows the customer service to perform all the necessary functions to comply with the treatment of data protection established by the LOPD and the RGPD.

Perhaps you are interested in having in your business a telephone support center adapted to the needs of your company and that complies with the obligations established by the new data protection law.

If, on the other hand, you already have a customer support center and want to improve it and adapt it to the regulations, do not hesitate to contact us, we will be happy to assist you without obligation.

We hope that this article has been of great use to you and that your support center complies with the obligations established by the state in terms of data protection.

(Votos: 1 )


If you like it, share



RELATED POSTS

What are the advantages of having a call blacklist?

What are the advantages of having a call blacklist?

What are nomadic numbers

What are nomadic numbers

Enjoy CSipSimple free software on your phone

Enjoy CSipSimple free software on your phone

Palfinger Marine

Palfinger Marine


Back to BLOG

QUALITY ASSURANCE


OUR SERVICES

CALL CENTER SOFTWARE

TELEMARKETING SOFTWARE



VIRTUAL ASSISTANT

VIRTUAL PBX



OUR CLIENTES

RELATED POSTS

Advantages of a virtual cloud PBX
Advantages of a virtual cloud PBX
Read More
What are the advantages of having a call blacklist?
What are the advantages of having a call blacklist?
Read More
Advantages of integrating your PBX and CRM
Advantages of integrating your PBX and CRM
Read More
SLA and its importance
SLA and its importance
Read More

GESDITEL

Síguenos en LinkedIn Síguenos en Youtube Síguenos en Twitter Síguenos en Facebook

C/ Arturo Soria 324, Madrid.
C/ Isaac Newton 2, Rota.
Tlf: +34911940525

SERVICES

Virtual Assistant
Virtual PBX
Telemarketing Software
Call Center Software
Contact Center Software

LEGAL

Quality Policy
Cookies Policy
Privacy Policy
CNMC
Tic-Camaras"
AGENTE DIGITALIZADOR
Premio Internacional OX
GESDITEL ® | High Impact Digital Solutions | 2022
×
COOKIES NOTICE: In order for this site to function properly, we use cookies to enhance the user experience.
Accept cookies
See cookies policy
Cookie settings
Cookie Box Settings
Cookie Box Settings

Privacy settings

.

Decide which cookies you want to allow.

You can change these settings at any time. However, this may cause some features to become unavailable. For information on deleting cookies, please refer to your browser's help function.

FURTHER INFORMATION ABOUT THE COOKIES WE USE.

With the slider, you can enable or disable the different types of cookies:

.
  • Block all
  • Essential
  • Functionality
  • Analytics
  • Advertising

This web site

  • Essential: Remember your cookie permission settings
  • Essential: Allow session cookies
  • Essential: Collect information you enter in a newsletter contact form and other forms on all pages
  • Essential: Keep track of what you enter in your shopping cart
  • Essential: Verify that you are logged in to your user account
  • Essential: Remember the selected language version

This website does not

  • Remember login data
  • Functionality: Remember social network settings
  • Functionality: Remember selected country and region
  • Analytics: Track pages visited and interaction on pages
  • Analytics: Track location and region based on IP address
  • Analytics: Track time spent on each page
  • Analytics: Increase the data quality of statistical functions
  • Advertising: Tailor information and advertising to your interests based on, e.g., content you have visited before. (We currently do not use targeting or targeting cookies)
  • Advertising: Collect personally identifiable information such as name and location

This web site

  • Essential: Remember your cookie permission settings
  • Essential: Allow session cookies
  • Essential: Collect information you enter in a newsletter contact form and other forms on all pages
  • Essential: Keep track of what you enter in your shopping cart
  • Essential: Verify that you are logged in to your user account
  • Essential: Remember the selected language version
  • Functionality: Remember all social network settings
  • Functionality: Remember the selected country and region

This website does not

  • Analytics: Track page views and page interaction
  • Analytics: Track location and region by IP address
  • Analytics: Track time spent on each page
  • Analytics: Increase the data quality of statistical functions
  • Advertising: Tailor information and advertising to your interests based on, e.g., content you have visited before. (We currently do not use targeting or targeting cookies)
  • Advertising: Collect personally identifiable information such as name and location

This web site

  • Essential: Remember your cookie permission settings
  • Essential: Allow session cookies
  • Essential: Collect information you enter in a newsletter contact form and other forms on all pages
  • Essential: Keep track of what you enter in your shopping cart
  • Essential: Verify that you are logged in to your user account
  • Essential: Remember the selected language version
  • Functionality: Remember all social network settings
  • Functionality: Remember the selected country and region
  • Analytics: Keep track of pages visited and interaction on the pages
  • Analytics: Track location and region based on IP address
  • Analytics: Track time spent on each page
  • Analytics: Enhance the data quality of statistical functions

This website does not

  • Advertising: Tailor information and advertising to your interests based on, e.g., content you have visited before. (We currently do not use targeting or targeting cookies)
  • Advertising: Collect personally identifiable information such as name and location

This web site

  • Functionality: Remember social network settings
  • Functionality: Remember selected country and region
  • Analytics: Track page views and page interaction
  • Analytics: Track location and region based on IP address
  • Analytics: Track time spent on each page
  • Analytics: Increase the data quality of statistical functions
  • Advertising: Tailor information and advertising to your interests based on, e.g., content you have visited before. (We currently do not use targeting or targeting cookies)
  • Advertising: Collect personally identifiable information such as name and location

This website does not

  • Remember login data
Save close