You may have seen the past few articles in my Compliance series regarding the California Consumer Privacy Act (CCPA). If not, check make sure you start here. As I mentioned before, CCPA is not just for companies who have locations in California. It’s for any for-profit organizations that collect and process the personal information of California residents and engage in Business in the State of California. The law is set to go into effect on January 1, 2020, which is less than nine months away. The big question is: are you ready?

Contact Center Assessment

The first step in determining your readiness is performing a thorough and comprehensive contact center assessment. If you have not started this assessment yet, it’s important for you to put that on your radar today since it can potentially take months to ensure your contact center is CCPA-compliant. If you have determined that CCPA will affect your business, seek out help from an impartial third-party vendor. When you engage with a third-party to support you in your contact center assessment, make sure they are looking at your:

  • Data privacy practices
  • Data inventory, collection and storage practices
  • Availability of resources to ensure and maintain compliance
  • Standard Operating Procedures (SOPs), call diagrams, call flows
  • Technology

As you go through your contact center assessment, it’s important to compare your current state with CCPA requirements. Are there disclaimers that you are missing? Are your data collection practices in alignment with CCPA? Are you storing data correctly? Do you need to create new policies or revise current policies? How will you prepare your staff for CCPA?

Strategic Roadmap

The primary purpose of the assessment is to help you identify gaps that can potentially put your company at risk. Once those gaps are identified, recommendations can be made, and a strategic roadmap can be built to help put you on the right track. An effective strategic roadmap will outline critical tasks, process and policy recommendations, proposed schedule and estimated budget/resources. It will help you create a sound compliance strategy that fits into the your organization’s future state goals.

Once this strategic roadmap is complete, it can be reviewed with key stakeholders to ensure all departments are aligned with the new plan. When all departments are aware of and in general consensus of the importance of this project, implementation will be much easier to deploy.

We Can Help

CH Consulting Group has a nationwide team of Consultants who specialize in the Omni-Channel Contact Center. CHCG provides you with industry leaders and Subject Matter Experts in areas such as compliance, operations, technology, sales & marketing, and so much more. We can help you assess your contact center and provide you with a strategic compliance roadmap. Contact us today at 218-286 4006 or so we can learn more about your business and see how we can best support you!