PayTel Vision 

GDPR vs Good Customer Service

January 23, 2018


GDPR is only four months away, and in this article we are going to look at the impact the new GDPR Regulations might have on your ability to provide good customer service...


Will GDPR affect an organisation’s ability to improve customer service?


Well, unless you have the right systems in place, the simple answer is ‘yes’.


We know it’s important for our business’s survival to give excellent customer service. Our overwhelming desire to improve customer service regularly ranks as the number one priority in all sizes of the contact centre industry.


You’ll probably have in place call recording systems, and you’ll be legitimately using these to analyse and review staff performance. However, with the onset of GDPR will it be this simple? How, for example, will GDPR affect call monitoring and how will you identify and then avoid sensitive data?


How will you escape the dreaded data breach…?


Related article -- GDPR: What You Need To Know


What is and what isn’t ‘sensitive’ data


As we’ve said in our previous blogs, under GDPR, sensitive data encompasses an even wider form than previously covered by the Data Protection Act.


For instance, an email address on its own may not be specifically mentioned or classified as ‘sensitive’ data within the regulations, but when combined with certain other data such as a postcode, for example, it can become incredibly sensitive and potentially devastating if stolen. Even credit card details are not mentioned specifically within the regulations as being sensitive. However, given the right context and when combined with the right data, they too can readily be seen as sensitive.


There’s certainly a large amount of common sense involved in determining what data is caught by the regulations, but even if your determinations are accurate, how do you prevent staff stumbling across sensitive data when reviewing calls to improve customer service?


PayTel can help you to avoid and mitigate the effects of data breach


By keeping customer calls within the PayTel network, and using our tools to analyse data to carry out your staff’s task of monitoring calls, we’ll help you avoid a data breach.


GDPR now calls for personal data to be encrypted. Our PCI approved payment collection systems already encrypt sensitive credit card information for use within the PayTel environment, not yours, so your staff cannot access it.


This encryption can be extended to other aspects of personal data present in call recordings to ensure that no sensitive data enters your environment. However, in the unlikely event a breach occurs, because the data is encrypted, it will also be unreadable.


And because you, as a responsible and forward-looking business, have implemented ‘appropriate protective measures’ in the form of encryption to eliminate any danger to a ‘data subject’, you will not be required to notify subjects “without undue delay”, which would otherwise have been the case.


Paytel – helping you on your journey to achieving data compliance


Call us today on 0333 202 1555, or email us at


Related article -- PCI & GDPR: The Ramifications of Non-Compliance






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