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Is Your Contact Center Prepared for the California Consumer Privacy Act?

You may have seen the past few articles regarding the California Consumer Privacy Act (CCPA) in my Compliance series. If not, check to make sure you start here. As I mentioned before, CCPA is not just for companies that 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 will 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 comprehensive contact center assessment. If you have not started this assessment yet, you need 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 you have identified the holes, you can make recommendations and build a strategic roadmap to help put you on the right track. A practical strategic roadmap will outline critical tasks, process and policy proposals, proposed schedule, and estimated budget/resources. It will help you create a sound compliance strategy that fits your organization’s future state goals.

Once this strategic roadmap is complete, you can review it with key stakeholders to ensure all departments like the new plan. When all departments are aware of and in consensus with 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 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 [email protected] so we can learn more about your Business and see how we can best support you!

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