What to Know about the Privacy Policy of Your Telephone Interpreting Service

Which measures do you take to ensure the privacy of your customers?

In the event of a data breach, customers and regulatory authorities may hold you responsible, even if fault lies with a third party, such as your telephone interpreting service. Reduce your risk of noncompliance by choosing large-scale interpreter contact centres and researching these aspects of privacy protection.

Policy

If your organisation or its vendors handle the data of UK or EU citizens, several data protection policies may hold relevance for you:

The UK Data Protection Act regulates the data transfer of UK citizens—both domestically and abroad—while the EU-US Privacy Shield mandates international data transfer practices.

Improve your compliance with these policies by researching the operations of your telephone interpreting service in these areas:

Data Storage

A phone call with your customers may include:

  • Personally-identifiable information (PII)

  • Sensitive personal information (SPI)

  • Other private data

When your interpretation service records your calls, it may also capture this private data, creating a data security risk. To ensure your data protection compliance, seek a service that does not record customer calls.

If a telephone interpretation service does not record calls, how can it assure the quality of its interpretation?

At CyraCom, interpreter supervisors assure quality by conducting remote, live monitoring. This approach makes it unnecessary to record calls for later review. The absence of a recording may reduce your risk of data privacy noncompliance.

Alternately, if you wish to record calls for your own assessment, your interpretation service provider should fulfil your request.

Consent

Several schedules of the UK Data Protection Act require the consent of the ‘data subject’—your customer—before you transmit their data.

At the start of each call, CyraCom interpreters verify consent to data transmission before beginning the interpretation. Failure to receive consent may place you in breach of data compliance. If the customer is not willing to give consent, the interpreter will not continue and respectfully disconnect from the call.

Vetting

A telephone interpretation service provider that conducts proper vetting may ensure that your data transmission remains compliant and private.

But how might you know if the service provider’s vetting process is sufficient and applied consistently?

A quality telephone interpretation service may share its well-documented vetting procedures with you. And third-party certifications—such as those from the International Organization for Standardization (ISO)—assure you that the vetting process is both effective and follows a standard process for all new employees.

Learn More

To learn more about how your telephone interpreting service may keep your data practices secure and compliant, schedule a Q & A session with us today.

 

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