How Does GDPR impact the Service Desk or the Contact Centre?
When an organization operates a centralized point of engagement with its customers, we typically refer to that point as a Service Desk, a Call Centre or a Contact Centre. Quite often these terms are casually interchanged. From an ITIL perspective the Service Desk “is the primary point of contact between users and an IT Organization”. For purposes of this brief article we will refer to all such contact points as the Call Centre. Typically, the inbound Call Centre is one where customers dial in / seek clarification with regards to products or services etc. The Outbound Call Centre would be operated for market research, telemarketing, solicitation or debt collection. The common point for both which is very evident is that personal data is extensively handled across the organization. "The number one greatest cyber threat to a business is their very own employees," said Darren Guccione, CEO and cofounder of Keeper Security, Inc. Some of the findings Keeper Security and the Ponemon Institute 2017 report are as follows:
Negligent employees are the no. 1 cause of data breaches at small and medium-sized businesses (SMBs) across North America and the UK, with 54% of IT professionals reporting that careless workers were the root cause of cybersecurity incidents…… With the introduction of GDPR or General Data Protection regulation, we see such a situation arising……Read more.