GDPR Compliance in Packleader Pacific

What is the GDPR?

By definition, GDPR is the General Data Protection Regulation and is a legal framework that sets guidelines for the collection and processing of personal information from individuals living outside the European Union.?

As an Outsourcing company, our services are typically applied in countries outside of our operating locale. The services we have to offer them could be sales support? and many other back-end office operations. What the GDPR does is that it safeguards these companies who are our clients and their customers - who are our secondary clients.?

As an example, when making a sale on behalf of the company that we are generating the sale for, our agents would need to take down the form of payment that the client wishes to pay for the goods or services that they have purchased because without a form of payment, the sale cannot be processed!?

When our agents take these details, as per GDPR - we are duty bound to explain to the customer why we are taking it, what we will do with it, what the exact charges are, and what they will be charged for and where possible, provide a breakdown. Many agents are also mandated to pause the recording when they are taking such sensitive details as they would only want these details kept between the agent and the customer. All calls are always recorded for quality assurance purposes and are always listened to by the QA’s. The detail taken by the agent then gets hidden by Asterisks in the system that they enter the data in and is now hidden.?

This then means that the customer rests assured that his details remain private and does not get used without their permission.?

Whom does the GDPR apply to??

The General Data Protection Regulation applies to any and every company that operates outside the European Union and one or many of its services requires the said company to collect an individual's data.?

This data could mean credit card information, banking details or any other detail of their respective customer which allows them to make a monetary deduction for the goods or services that they give on offer. These details may also include any identification number, location data, an online identification or any other form of identity that would lead to the customer for purposes other than the reason these details were taken for.?

This protocol is very well known among workers of any Business Process Outsourcing company as this is something that agents consider gospel, in the sense that no matter what happens, this rule is to be adhered to.

Why is it important??

This rule becomes very important to any BPO company as this is what links their clients and customers to them. Without the GDPR as a bridge between the three, there is no relationship and therefore, no business.?

Without the business, there would be a great deal of job losses and many other negative impacts. So how does this one regulation bind the entire company and keep it afloat? Trust. The trust factor that allows a company to engage in a contract with a BPO company with the faith that this BPO company will never do something that will tarnish the amazing rapport I have with my clients and customers.?

It also gives all customers the right to give consent. Making a purchase online or over the phone is as hard as it can get. What the GDPR does is that it gives the customers a peace of mind that whatever detail that they are handing over to the agent, stays safe and gets used for the right purpose.

What does the GDPR mean to Packleader Pacific??

Here at Packleader Pacific, we give the GDPR the utmost importance because all our employees and we understand how vital this regulation is in our line of work; this isn’t just for compliance purposes but also to ensure that the trust factor between our customers and clients and the business remains intact.?

One of the values of the company that we treat with the utmost respect is that “we have integrity”. What this means to us is that in all our dealings, we act with integrity. We always ensure that we listen to the cust omer and also ensure that the customer’s needs are heard.?

We ensure that we act with honesty and transparency. We make clear to the clients why we are taking their personal and private details and what they are going to be used for. We also make it aware to them of the breakdown of costs - and concisely explain to them the details of what they are paying for.?

We respect and protect our customers. In our dealings, we ensure that we always conceal the relevant information that needs to remain unavailable to the public. This prevents our customers from falling victim to cyber crime.?

When our customers are at peace, our clients are at peace, and when our clients are at peace, we are also at peace knowing that we have done the right thing and have increased the trust factor that our clients have in us

So what are you waiting for? Get in touch with us to know more about our services and how best we can assist you in the tasks that just take forever to do. Let us handle that and you can focus on the bigger tasks at hand. Visit our website, www.packleaderbpo.com and say hello :)?