Greeting for Outbound call - EU GDPR issue
AnsweredHello Zendesk team,
I found conversation about this topic in 2022-August, no more news after that.
Please update the situation in this year!
According to GDPR regulation in EU Art. 13 GDPRArt. 13 GDPR – Information to be provided where personal data are collected from the data subject - General Data Protection Regulation (GDPR) (gdpr-info.eu)we have to inform our customers that call will be recorded.
Our agents are saying the same sentence again and again every time calling to customer.
When do you plan to implement the automatic pre-recorded greeting for Outbound Calls to exclude human factor for that kind of repeatable tasks?
Best regards,
Andris
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Official comment
Hello,
Thanks for your question. At this time, this is not on the roadmap.
Something to note is that we should always be cognisant of how this impacts callers, as from their standpoint, when an outbound call is connected and the first thing they hear is an automated message, from our experience, they tend to hang up. Presumably this is not the desired goal for our customer. In any event, there are likely other ways to handle this so we'll put this on our backlog for future consideration.
Thanks,
Sean
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Hello,
Sean ChuangThank you for your comment - would be great to hear about your mentioned "other ways" from practical perspective!
Best regards,
Andris
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Hello Andris,
One of the ways we are looking to address this is to build the pre-recorded consent/notification into the call console so that when the need arises, you can press a button and the pre-recorded message would play. This reduces the likelihood of a robotic spam-like experience. If we proceed with this work, it would likely be in 2024.
Thanks,
Sean
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