By Efrat Kanner-Nissimov, Marketing Director, Multi-channel recording LOB
After the GDPR big bang, ensuring compliance slowly settled in contact-centre managers’ to-do lists… Like an earthquake, you never really know how well you are prepared for a data breach until one hits.
But talk to any contact-centre manager, and they’ll all be looking to maximise their chances when it comes to ensuring security and compliance (or earthquakes).
Businesses still have plenty of work to do. In a recent survey, 56 per cent of respondents felt that their compliance efforts would benefit from breach prevention and almost all (99 per cent) of respondents stated that their organisation could improve their compliance tools and software.
The siloed nature of the contact-centre makes it prone to human errors and mistakes, and in addition to the number of systems and the approval processes in place, the chances of a breach or compliance mishap are great. So, how can businesses navigate compliance in the contact centre?
Navigating GDPR with compliance scripts
Due to the range of operational efficiencies it brings to enterprises, automation is fast becoming the technology of choice for contact-centre compliance. Software robots not only work around the clock and execute rule-based, repetitive tasks with 100 per cent accuracy, they also considerably diminish the risk of processing errors which could otherwise lead to compliance breaches. For example, desktop automation and employee virtual assistants are two tools that will assist your employees when handling customer data.
Desktop robots can provide employees with real-time prompts and context-specific guidance to complete their tasks with full compliance. Desktop robots are natural integrators. They can integrate into various enterprise applications, grab relevant information from varying sources, summarise all the context around relevant issues and communicate this to the employee via an interactive screen.
An example of how real-time process guidance supports employee compliance is through the Compliance Script. This is presented to the employee through the interactive screen, taking the form of a disclaimer which needs to be read to the customer.
Once the call is terminated, the system can produce a call summary, detailing all the actions that took place during the call. The call summary notes are automatically transferred to the CRM application after each call, with an option to e-mail the call summary notes to the customer if he or she requests it. As they act as proof of what was discussed during the call, ensuring that they are updated in the CRM system and shared with the customer is an important part of an organisation’s compliance process.
Automate your compliance
Currently, organisations spend millions manually processing interactions to detect compliance violations. These processes cannot guarantee that all violations will be identified and contained as humans can easily miss or forget elements. But, by leveraging automation, organisations can ensure compliance and take proactive corrective actions. They can ensure data is properly processed when it is first gathered, and then also once stored and managed, up to the deletion process.
Also, a lack of automation hinders an organisation’s ability to carry out efficient and effective audits, as satisfying the requests of auditors can take days. With the right mechanisms for data management in place, data extraction, deletion and audit processes would be carried out more optimally – thereby putting contact centres in the best position to ensuring compliance.
Setting up regulation-friendly processes: the right to be forgotten
GDPR is a complex regulation that includes layers of compliance and requires organisations to create multiple operational processes that integrate into their various systems and applications.
More complex and advanced forms of automation are an effective means of achieving this with speed and accuracy. This is best exemplified with the GDPR obligations linked to “right to be forgotten”, which require the systematic deletion of personal data.
Without process automation in place, IT staff will have to manually access and delete data from an average of fifty different applications. Moreover, some data sets will require legal authorisation before being deleted, which only adds to the ongoing complexity of the process of data deletion as extensive human intervention is required.
For these reasons, compliance solutions should go beyond the siloes of the enterprise and support wider programs. By leveraging analytics, and Robotic Process Automation (RPA), so leading contact-centres can power better data management practices and enable process automation continuity, in addition to supporting more complex process requirements. Furthermore, by integrating artificial intelligence (AI tools and capabilities, privacy issues can be detected within unstructured data, to ensure that nothing is missed during the data deletion process.