What processes do you apply to protect the rights of individuals?

As part of our best practice framework and GDPR compliance, we have processes in place to avoid any negative impact on call recipients including:

• TPS/CTPS screening as standard, in addition to our own ‘Do not call’ list.
• Mechanisms that allow individuals to easily exercise their “Individual Rights” under GDPR including their ‘right to object’, their ‘right to be forgotten’, their ‘right to rectification’ and/ or submit a Data Subject Access Request.
• Clear privacy, data protection and information security policies that explain how we use and protect the data we process.
• Robust quality assurance and data management processes.
• Technologies that protect the individual’s data such as call obfuscation to protect sensitive payment details, encrypted call recordings, data transfer via secure FTP.
• Systems that manage how many times a number is called.
• Strict policies and in-depth training for all staff on data protection and GDPR.
• Easy access to call histories and number look-ups so callers know and can explain exactly where the data they are calling came from.
• Rigorous training and ongoing coaching around calling ‘best practice’ such as:
  • Callers should state who they are and why they are calling at the start of a call.
  • If the prospect is not interested, their wishes must always be respected.
  • Listen and understand – do not ‘hard’ sell. Callers should listen to the prospect and provide relevant information, tailored to their interests and pain points.