The new General Data Protection Law in Brazil (LGPD) came into force on September 18. With sanctions scheduled to take effect from August 2021, according to the federal government (Serpro.gov.18 set. 2020) portal, companies will have to adapt themselves to the future of call center culture and the new way of collecting and storing data.
The Law is an adapted extension to the Brazilian reality from GDPR, General Data Protection Regulation, effective in Europe since May 2018. Your main objective is to allow the consumer to choose which personal data a company can or can not take note.
However, a constant doubt for many companies is know which protection data politics should be prioritized to be in conformity with the rules demanded by the new law.
Data mapping is essential for companies to comply with the new Data Protection Law.
The first step for companies of customer service to be aligned with the LGPD is map and understanding which data of which area it should manipulate and which tool should be used to analyze the data traffic.
According to experts, the data mapping is fundamental for companies to devise strategies to control sensitive and personal data, according to their criticality.
Another advantage of data mapping is the capacity of companies to provide a unique and effective experience to each client, once that the easy identification of relevant data for the service helped fixing possible problems.
From this stage, it is necessary that leaders make an action plan that must contain adjustments to data access control, encryption of sensitive information from the perspective of current legislation or the LGPD itself and exclude irrelevant information.
General Data Protection Law: Compliance with the new law is fundamental for companies to adapt themselves to the “new normal”.
Besides being aligned with the law, the new legislation of data protection allows companies to adapt themselves to the “new normal” of service and be more competitive and ready for new challenges.
Besides that, being in conformity with LGPD is a way of offering a service of maximum security and excellence, once that attendants will know the better way to manipulate sensible data of clients.
For companies of customer service to adapt themselves to the recent in force Law, following a script for the creation of data protection politics is essential.
LGPD: How to optimize the customer service to be conforming with the new Law
1. Structuration of strategic teams:
Assembling strategic teams that understand the rules demanded by LGPD and other laws that regulate the activities of a determined business is fundamental to guarantee that organizations are in conformity with the legislation.
2. Data mapping and verification:
Mapping all the personal data of customers registered in the corporate database becomes relevant to facilitate the verification of which data are actually necessary for the execution of the service provided.
3. Technical evaluation of infrastructure and cybersecurity:
According to surveys for the campaign of “Iceberg Digital” awareness, realized in February 2020 by Kaspersky, in partnership with Corpa, an international research organization, about 40% of Brazilian companies do not have an established cybersecurity policy (CIO. 11 mar. 2020).
Still according to the study, 49% of employees from Brazilian companies access companies internal information on unsafe networks and devices.
In front of the data shown above, it becomes clear the importance of companies to evaluate the security infrastructure of their equipment and adopt risk management measures.
4. Structuring and implementing the data protection policy:
After evaluating the company’s infrastructure and analyzing which risk management measures are adequate to each business model, companies must seek cybersecurity professionals to execute the protection data measures to avoid that internal and client’s personal data are susceptible to threats.
5. Updating of contractual instruments and client consent:
After the implementation of data protection policy, it is essential that companies actualize in real time any changes on the contractual instruments so that collaborators, partners and clients can be aligned with the new changes.
Besides that, it is fundamental to guarantee that clients are aware and approve all and any change related to the manipulation and storage of their personal data.
DNK offers customer service solutions aligned with the new LGPD
DNK offers omnichannel solutions to Call Center and Contact center, being specialized in the development of high performance products, solutions and services for companies in the area.
The use of last generation technology combined with a team of experienced professionals, leads DNK to constantly innovate to transform the experience of customers and partners with their consumers.
DNK values excellence in service customer providing their partners tools and platforms with innovative and customizable functions.
With DNK’s services and products, the customer service is provided through a integrated omnichannel platform, which connects all service channels (whatsapp, voice, web, chat and others) with fast recovery of clients information and data, in order to offer a complete and satisfactory management of the client journey with differentiated results.
The company is recognized by the market and awarded for solutions and successful cases. Champion of the “Best self-service Solution” category in the XXI Modern Consumer Award and winner of the silver trophy in Client SA 2020 Award in the category “Leader in Innovation Strategy”, in partnership with a client, DNK understands that a well attended customer is the secret for the successful of the attendance.
Knowing the importance of offering integrated and complete solutions with maximum protection of personal data to conform with the new LGPD, DNK constantly innovates through the union with strategic partners, like CS Global IT and MyCena.
Mycena representative in Brazil, the solutions offered in partnership with the cybersecurity company combine the best of omnichannel solutions on the market with maximum protection of data and credentials, through a “Digital fortress” that protects information at up to three levels of security: bronze, silver and gold.