Best practices for protecting customer data in a call center

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In Spain, the GDPR has been conveniently adapted through usa whatsapp data the Organic Law on Data Protection and Guarantee of Digital Rights (LOPDGDD), which came into force in December 2018. Therefore, Call Centers and Data Centers must comply with both when handling and managing confidential information not only of their clients, but also of their employees and suppliers.
Consent: It is essential that, in order for the company to be able to collect and process the data of users or clients, they give their free, specific, informed and unequivocal consent . Therefore, they must know what the data will be used for and also have access to it in order to be able to review or modify it if they so wish.
Proactive responsibility: both the person responsible for data custody and the person in charge of its processing must first analyse the risks and apply the appropriate security measures. This means carrying out vulnerability analyses from time to time and evaluating potential dangers , with the aim of measuring the impact of the protection of the data being handled.
Recording of processing activities: The company's activities related to data processing must be documented and recorded . In this way, they will have a protected record to detect security breaches or possible past errors.
Therefore, customers must give their explicit consent to transfer their data to the company and, at the same time, the company must inform them of who will be the entity responsible for processing their data, where they will be stored and how they can access them.

Call recording, a delicate procedure for gathering information
Call Centers can record their communications with customers , although they must comply with a series of requirements for everything to be done legally:

The company must inform about the reasons why it will record the call .
People participating in the communication must give explicit consent for the call to be made .
The call must be recorded and stored securely and proportionally to the importance of the data , guaranteeing its confidentiality and the privacy of the people involved.
People participating in the call will have the right to access the information and to rectify, modify or delete it .