What is GDPR?

The General Data Protection Regulation (GDPR) is the European Union’s data-protection law, setting strict requirements for lawful processing, consent, data-subject rights and breach handling for anyone processing the personal data of people in the EU.

For contact centres, GDPR shapes identity verification, consent capture, call recording notices and data handling. Non-compliance carries significant fines.

GDPR obligations can be encoded as compliance criteria in a QA scorecard so adherence is measured and evidenced on every relevant interaction.