3 Ways to Maximize GDPR Compliance in Outsourced Player Support

While GDPR has been in effect for several years, it remains a complex issue for many game developers, especially in relation to external partners and service providers. Many developers (and their service providers) will recognize the never-ending legal back-and-forth as well as the constant monitoring of GDPR adherence.

How does company culture, a focus on constant learning and technology mitigate the complexities of GDPR compliance?

The dangers of non-compliance?

The General Data Protection Regulation (GDPR) has brought about a range of obligations for companies that handle personal data. Failure to comply with GDPR regulations can result in severe financial penalties and damage to a company's reputation. In-house GDPR compliance brings with it substantial risk, but at least you can control this first-hand to a certain degree. Exposure to GDPR claims when external companies process your player’s data as part of the service they provide, is a risk that is less controllable.

It has occurred in the past that processes were disrupted, as a result of non-compliance by a service provider, not the actual game developer or publisher. The consequences are severe. The service provider is often placed ‘offside’ for a period of time, and a work-around must be set up. In most cases this leads to higher cost and time loss. Here are some of the dangers that gaming companies face in relation to GDPR and customer support:?

Non-Compliance?

GDPR can impose fines of up to 4% of a company's global turnover or €20 million, whichever is greater. This means that gaming companies must ensure that their player support processes comply with GDPR regulations to avoid significant financial penalties.

Personal Data Breaches?

Gaming companies are also exposed to the risk of data breaches, which can have serious consequences for both the company and its players. In the event of a data breach, companies must notify affected individuals and regulators within 72 hours. Failure to do so can result in significant financial penalties and damage to a company's reputation.

Reputation Damage

Failing to comply with GDPR regulations can result in damage to a company's reputation. This can lead to a loss of trust among players and potential legal action.?

To mitigate these dangers, gaming companies must ensure that their player support processes comply with GDPR regulations.? From a game developer perspective, outsourcing Player Support adds a layer of complexity, as it creates a dependency on an external partner in relation to GDPR compliance.

GDPR Pillars in Player Support

We have identified 3 key pillars towards internalization and application of GDPR in Player Support processes, with the sole objective of servicing game developers and publishers:?

Culture, Learning and a Secure Working Space

Company Culture?

Company culture plays a crucial role in ensuring GDPR compliance in gaming customer support. A culture that prioritizes data privacy and security can help to create a strong foundation for GDPR compliance.?

Here are some ways in which an effective company culture can help to mitigate GDPR risks:?

a) Employee Awareness: A culture of data privacy and security helps to ensure that employees are aware of the importance of GDPR compliance in customer support. It is a first step, built on a strong background of policies and guidelines, so employees are familiar at all times with what they can and can’t do with personal data. By regularly training employees on GDPR regulations, companies help to reduce the risk of human error and ensure that employees are equipped with the knowledge and tools to handle personal data in a secure and compliant manner.?

b) Data Privacy by Design: A culture that prioritizes data privacy by design can help to ensure that GDPR compliance is built into player support processes from the ground up.

c) Accountability: A transparent company culture helps to foster a culture of accountability, where employees take responsibility for their actions and feel safe in reporting in a timely manner where breaches do occur.

Learning?

Learning plays a critical role in mitigating GDPR risks in gaming player support. By providing ongoing training and development opportunities to agents, companies help to ensure that employees are equipped with the knowledge and skills needed to handle personal data in a secure and compliant manner.?

Here are some ways in which effective learning can help to mitigate GDPR risks:?

a) Refreshers: GDPR is a complex topic, so it needs to be broken down in small pieces to improve the chances of adoption by employees. Simply put, it means that regular training is necessary, tackling parts of GDPR at a time.

b) Simulations and Role-Playing: Simulations and role-playing exercises help to prepare employees for real-life scenarios involving personal data in customer support.

c) Certification Programs: Certification programs help to validate employee knowledge and skills related to GDPR compliance in customer support. This method also rewards employees for the build-up of knowledge on GDPR and successful application of the regulations.

Secure Remote Working?

With many employees working remotely, it is important for companies to ensure that customer data is handled securely and compliantly, regardless of where employees are located. Perhaps counterintuitively, a secure remote set-up actually increases security, as agents can only access data through the BPO’s cloud infrastructure. In physical locations, due to the proximity of a hierarchal structure, there is a tendency to rely less on technology.

In a remote environment, technology is the key element to secure data protection.

a) Zero-Trust Policy: The name of this concept implies the lack of trust in agents, although it is quite the opposite. As part of this policy, agents are empowered to work freely and independently while their workspace – or more accurately: their handling of data – is only accessible through a secure log-in. In addition, access to sensitive data can be shielded remotely.?

b) Multi-Factor Authentication: Multi-factor authentication helps to ensure that only authorized employees have access to player data. By requiring multiple forms of identification, companies reduce the risk of data breaches and ensure that customer data is handled securely and compliantly.?

c) Cloud-Based Storage: Cloud-based storage helps to ensure that customer data is stored securely and compliantly, regardless of where employees are located.

Conclusion?

Ultimately, relying on a service provider’s cooperation with regards to GDPR comes down to a partnership based on trust, transparency and pro-activeness.

Processes and flowcharts only go so far. As a Player Support outsourcing partner, it boils down to prioritizing the game developer’s reputation and exposure as part of the service commitment to them.

Transparency, accountability and communication are key, in order to mitigate the risks of GDPR.?