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Stay Compliant With GDPR – Call Tracking Consent Requirements

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Consent Management

5 Steps to Mastering GDPR Consent for Call Tracking Systems

GDPR Compliance ensures that organizations handle personal data in accordance with the General Data Protection Regulation (GDPR). While the focus is primarily on digital data, does GDPR also apply to call tracking? The first-party cookie technology assigns an 800 or local number to a business phone line to track caller information/sources (campaigns) and gather caller data (time, date, location).

Companies today utilize call tracking to collect valuable insights into customer behavior and marketing campaign effectiveness. The GDPR outlines how organizations must handle personal data, including information collected during phone calls. Call tracking and General Data Protection Regulation compliance can coexist—here’s how.

Benefits of Call Tracking with a Premier Consent Management Platform (CMP)

Pairing call tracking with a robust CMP enables businesses to reap the benefits of both systems. Call tracking delivers a wealth of data to help you understand caller demographics, pinpoint high-performing marketing channels, and optimize campaigns for better lead generation.

A reliable CMP simplifies your consent collection process to ensure GDPR adherence. Integrating your call-tracking solution with a CMP allows you to obtain explicit consent from callers before recording their information.

Failure to obtain GDPR consent for call recording can attract fines from regulatory bodies depending on the infringement’s severity. These penalties can be a major blow to your finances and damage your brand reputation. Ultimately, a lack of transparency around call recording erodes customer trust and could lead to legal action.

Call Tracking’s Role in GDPR Compliance

Businesses like marketing agencies, lead generation firms, and appointment schedulers rely heavily on call tracking to understand marketing campaign effectiveness and optimize lead flow. This makes GDPR compliance crucial for their operations.

GDPR Consent for Call Tracking Systems

Call tracking is instrumental in GDPR compliance and consent management, as it involves collecting and processing personal data through telephone communications. It facilitates transparency, improves consent management, and streamlines data minimization in the following ways:

  • Call recording functionality within call tracking highlights the need for explicit consent. When callers hear a pre-recorded message informing them that the call is being recorded, they know their information is being collected.
  • Integration with a CMP allows website users to easily grant or withdraw consent for dynamic number insertion on a webpage. It enables them to control their information and promotes trust in your organization.
  • Modern call-tracking solutions offer features like anonymization that enable you to mask sensitive caller data after a specific period. Doing so aligns with the GDPR’s “data minimization” principle that requires businesses to collect only the essential data for their defined purpose.

Note: For call tracking, this means storing call recordings just long enough for analysis and then anonymizing or securely deleting them.

5 Steps to Implementing GDPR-Compliant Call Tracking Systems

The following are five critical steps to ensure your call-tracking practices adhere to GDPR regulations:

  1. Obtain Explicit Consent: Before recording calls, inform callers about the recording and obtain their explicit consent. You can achieve this through pre-recorded messages or clear opt-in options within your CMP.
  2. Provide Clear Information: Be transparent about how you use call data. Outline your data retention policy and explain the caller’s right to access, rectify, or erase their recorded information. Consider including this information in your privacy policy for easy reference.
  3. Offer Opt-Out Mechanisms: Use a clear consent cookie banner on your website to ensure users can withdraw their consent to tracking at any time.
  4. Secure Your Call Data: Implement robust security measures to protect sensitive call data. These include encryption during storage and transmission and access restrictions to prevent unauthorized personnel from accessing recordings.
  5. Regularly Review and Update: Reanalyze your call tracking practices and data retention policies to ensure they comply with evolving regulations.

Work With Call Tracking Experts to Safeguard Your Compliance

With these steps, you can leverage call tracking’s power while demonstrating your commitment to data privacy. Do you need help? V Digital Services can offer expert guidance on implementing compliant call-tracking solutions and integrating them with your CMP. Contact Us today to learn how we can help your business thrive in the age of data privacy.