Published by Gbaf News
Posted on May 4, 2018
5 min readLast updated: January 21, 2026
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Less than one fifth feel prepared, 60% still need to make changes and 5% are not prepared at all
A new study by voice security services company, Aeriandi, reveals that many UK contact centres still have significant preparation to complete ahead of 25th May, the ‘go-live’ date for the EU’s General Data Protection Regulation (GDPR).
The study, carried out at the Call & Contact Centre Expo in London in March 2018, shows surprisingly low levels of awareness of the regulation itself, and that the number of contact centres on course to comply with the new regulations ahead of, or by, the deadline is low.
Key findings include:
Low awareness levels of how GDPR will impact call recording
Contact centres, particularly those that store call recordings, manage a wealth of personal information. The new regulation covers any data that can be used to identify a person – either on its own or in tandem with other data. Any call recordings stored by contact centres will fall under GDPR.
However:
Access rights have the potential to delay compliance
Known as Subject Access Rights (SARS), the new regulation will give individuals the right to make reasonable requests to access their personal data, as well as the right to request any of their personal call data be erased. This will place more stringent requirements on the storage and back up of customer voice recordings.
However:
Matthew Bryars, co-founder and CEO at Aeriandi, commented: “Organisations need to identify the areas where they are yet compliant and create a plan of action. Contact centres will require a technology approach to meet the challenges effectively. The time to act is now.”
Less than one fifth feel prepared, 60% still need to make changes and 5% are not prepared at all
A new study by voice security services company, Aeriandi, reveals that many UK contact centres still have significant preparation to complete ahead of 25th May, the ‘go-live’ date for the EU’s General Data Protection Regulation (GDPR).
The study, carried out at the Call & Contact Centre Expo in London in March 2018, shows surprisingly low levels of awareness of the regulation itself, and that the number of contact centres on course to comply with the new regulations ahead of, or by, the deadline is low.
Key findings include:
Low awareness levels of how GDPR will impact call recording
Contact centres, particularly those that store call recordings, manage a wealth of personal information. The new regulation covers any data that can be used to identify a person – either on its own or in tandem with other data. Any call recordings stored by contact centres will fall under GDPR.
However:
Access rights have the potential to delay compliance
Known as Subject Access Rights (SARS), the new regulation will give individuals the right to make reasonable requests to access their personal data, as well as the right to request any of their personal call data be erased. This will place more stringent requirements on the storage and back up of customer voice recordings.
However:
Matthew Bryars, co-founder and CEO at Aeriandi, commented: “Organisations need to identify the areas where they are yet compliant and create a plan of action. Contact centres will require a technology approach to meet the challenges effectively. The time to act is now.”
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