If your hosted dialler is at the heart of your outbound campaigns, your data is the oxygen that keeps everything going. Finding a reliable source of that data can be the difference between failure and success – and changing standards of compliance make the process more complicated.
While many aspects of the way you use your hosted dialler remain essentially the same under GDPR, sourcing data is one of the key areas that has changed. After all, the entire regulation is built to protect personal information – the kind of personal information that you are trying to acquire.
Read on to find out about the key areas to consider when sourcing data post-GDPR and how technology can be used to create new leads for your next campaign.
Your data suppliers are your responsibility
Under GDPR, organisations are responsible for the compliance of the data they hold or process – regardless of where it originated. If you start calling using non-compliant data, you could be held responsible and subject to penalties as much as 4% of your annual turnover.
With that in mind, it’s more important than ever to carefully vet your data sources for GDPR compliance. Before now, the quality of data was often not fully understood until it was called and your reports showed large numbers of wrong numbers or inaccurate records. Under GDPR, you’ll need to take a more proactive stance and check for compliance at the earliest possible stage.
In practice, this means asking difficult questions of your suppliers and checking their own GDPR processes for yourself. The right supplier should be happy to talk you through how their records are obtained and whether any positive opt-in was secured. If not, the company should be able to demonstrate their legitimate interest for obtaining and distributing the data.
In fact, with the changing nature of opt-in, a case for legitimate interest may be more useful to you. The way opt-ins are worded is increasingly more specific – if your purposes don’t closely align with this wording, you may find that previously compliant data falls out of compliance the moment you receive it.
Finding new sources of data
In many ways, GDPR is a difficult new challenge for call centre managers. However, it is also a powerful motivation to get creative and make the most of every opportunity available to you.
For example, the right hosted predictive dialler will support integration with other platforms including your Customer Relationship Management (CRM) system and your website. You can then use this integration to capture leads from your website (provided they have opted-in) and instantly drop them into your dialler for fast follow-up.
As you consider, optimise, and rework your processes for compliance, the time is right to check that you are taking advantage of everything your technology has to offer.
Find out how technology can support your efforts to stay GDPR compliant in our free eBook: Preparing Your Call Centre for GDPR.
In it, you’ll learn:
- What you should be doing now to maintain compliance
- How to handle industry-specific issues like call recording
- Why you are ultimately responsible for the compliance of your data
Get your free GDPR eBook and checklist now.
