{"id":31248,"date":"2018-05-24T11:06:14","date_gmt":"2018-05-24T11:06:14","guid":{"rendered":"https:\/\/www.calabrio.com\/fr\/blog\/les-7-principales-questions-des-clients-des-centres-de-contact-de-calabrio-sur-le-gdpr-2\/"},"modified":"2025-05-13T08:17:37","modified_gmt":"2025-05-13T08:17:37","slug":"les-7-principales-questions-des-clients-des-centres-de-contact-de-calabrio-sur-le-gdpr-2","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/fr\/blog\/les-7-principales-questions-des-clients-des-centres-de-contact-de-calabrio-sur-le-gdpr-2\/","title":{"rendered":"Les 7 principales questions des clients des centres de contact de Calabrio sur le GDPR"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"section-blog-case-study pb-l\/l md:pb-l\/xxl\"\n\tdata-theme-block-id=\"block_56ebe5d22b28054fa63ee71e43de2d98\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-row gap-c\/m pt-c\/s md:pt-c\/l flex-wrap\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Meilleures pratiques <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">Les 7 principales questions des clients des centres de contact de Calabrio sur le GDPR<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t<div class=\"relative 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class=\"flex\">\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Fles-7-principales-questions-des-clients-des-centres-de-contact-de-calabrio-sur-le-gdpr-2%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59672)\">\n<path d=\"M16.6676 0H1.32891C0.594141 0 0 0.580078 0 1.29727V16.6992C0 17.4164 0.594141 18 1.32891 18H16.6676C17.4023 18 18 17.4164 18 16.7027V1.29727C18 0.580078 17.4023 0 16.6676 0ZM5.34023 15.3387H2.66836V6.74648H5.34023V15.3387ZM4.0043 5.57578C3.14648 5.57578 2.45391 4.8832 2.45391 4.02891C2.45391 3.17461 3.14648 2.48203 4.0043 2.48203C4.85859 2.48203 5.55117 3.17461 5.55117 4.02891C5.55117 4.87969 4.85859 5.57578 4.0043 5.57578ZM15.3387 15.3387H12.6703V11.1621C12.6703 10.1672 12.6527 8.88398 11.2816 8.88398C9.89297 8.88398 9.68203 9.97031 9.68203 11.0918V15.3387H7.01719V6.74648H9.57656V7.9207H9.61172C9.9668 7.2457 10.8387 6.53203 12.1359 6.53203C14.8395 6.53203 15.3387 8.31094 15.3387 10.6242V15.3387Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59672\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Ffr%2Fblog%2Fles-7-principales-questions-des-clients-des-centres-de-contact-de-calabrio-sur-le-gdpr-2%2F&#038;text=Les 7 principales questions des clients des centres de contact de Calabrio sur le GDPR\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary 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xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59678)\">\n<path d=\"M9 0C4.02948 0 0 4.02948 0 9C0 13.2206 2.90592 16.7623 6.82596 17.735V11.7504H4.97016V9H6.82596V7.81488C6.82596 4.75164 8.21232 3.3318 11.2198 3.3318C11.79 3.3318 12.7739 3.44376 13.1764 3.55536V6.04836C12.964 6.02604 12.595 6.01488 12.1367 6.01488C10.661 6.01488 10.0908 6.57396 10.0908 8.02728V9H13.0306L12.5255 11.7504H10.0908V17.9341C14.5472 17.3959 18.0004 13.6015 18.0004 9C18 4.02948 13.9705 0 9 0Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59678\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\n\t<\/div>\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Alors que nous aidons nos clients \u00e0 se pr\u00e9parer \u00e0 l&rsquo;\u00e9ch\u00e9ance de mise en conformit\u00e9 au r\u00e8glement g\u00e9n\u00e9ral sur la protection des donn\u00e9es (RGPD) qui approche \u00e0 grands pas, plusieurs questions communes reviennent sans cesse. Vous vous posez peut-\u00eatre certaines des m\u00eames questions.<\/p>\n<p>&nbsp;<\/p>\n<h2>1. Mon entreprise peut-elle transf\u00e9rer les donn\u00e9es de contact des clients en dehors de l&rsquo;Union europ\u00e9enne (UE) ? Par exemple, si nous saisissons des donn\u00e9es au Royaume-Uni, pouvons-nous les transf\u00e9rer \u00e0 un centre de contact situ\u00e9 aux \u00c9tats-Unis ? <\/h2>\n<p>Oui, une disposition a \u00e9t\u00e9 ajout\u00e9e au GDPR qui vous permet de transf\u00e9rer des donn\u00e9es de contact individuelles en dehors de l&rsquo;UE, dans le cadre de certains param\u00e8tres. Vous pouvez transf\u00e9rer des donn\u00e9es vers les \u00c9tats-Unis, par exemple, \u00e0 condition que l&rsquo;organisation destinataire applique les m\u00eames normes de s\u00e9curit\u00e9 des donn\u00e9es que celles exig\u00e9es par le GDPR. En r\u00e8gle g\u00e9n\u00e9rale, les entreprises qui appliquent des r\u00e8gles strictes en mati\u00e8re de s\u00e9curit\u00e9 des donn\u00e9es, telles que celles couvertes par la certification ISO\/IEC 27001, ont d\u00e9j\u00e0 mis en place des r\u00e8gles ad\u00e9quates pour ce type de transfert de donn\u00e9es.  <\/p>\n<h2>2. Quelle est la r\u00e9ponse de Calabrio au droit de l&rsquo;individu \u00e0 l&rsquo;oubli ?<\/h2>\n<p>Notre plateforme Calabrio ONE fournit des outils qui permettent \u00e0 nos clients de se conformer facilement \u00e0 cette exigence du GDPR en permettant la suppression simple des dossiers personnels \u00e0 la demande des individus. (Vous pouvez en savoir plus sur les fonctionnalit\u00e9s de Calabrio ONE sp\u00e9cifiques au GDPR dans cette <a href=\"https:\/\/www.calabrio.com\/resource-center\/calabrio-one-gdpr-compliance\/\" target=\"_blank\" rel=\"noopener noreferrer\">note technique<\/a>).<\/p>\n<h2>3. Avec le GDPR, les employ\u00e9s ont \u00e9galement le droit d&rsquo;\u00eatre oubli\u00e9s. Comment supprimer\/effacer les donn\u00e9es des employ\u00e9s de Calabrio ONE ? <\/h2>\n<p>Gr\u00e2ce \u00e0 des outils similaires \u00e0 ceux utilis\u00e9s pour supprimer les dossiers des clients, Calabrio ONE permet aux entreprises d&rsquo;enregistrer la date de cessation d&#8217;emploi d&rsquo;un employ\u00e9, puis de supprimer les informations personnelles de l&#8217;employ\u00e9 de la plateforme. Les donn\u00e9es non personnelles, mais pr\u00e9cieuses, telles que les \u00e9valuations de performance, les enregistrements d&rsquo;adh\u00e9sion, etc. peuvent alors \u00eatre rendues anonymes, de sorte que les informations peuvent \u00eatre conserv\u00e9es et exploit\u00e9es dans le cadre de donn\u00e9es de tendances historiques tout en respectant les directives du GDPR.<\/p>\n<h2>4. Comment une personne peut-elle s&rsquo;assurer qu&rsquo;elle n&rsquo;est pas enregistr\u00e9e si elle choisit de ne pas l&rsquo;\u00eatre ?<\/h2>\n<p>La plateforme Calabrio ONE supporte cette capacit\u00e9, mais la responsabilit\u00e9 elle-m\u00eame appartient aux utilisateurs de Calabrio ONE &#8211; ils doivent donner \u00e0 leurs clients la possibilit\u00e9 de choisir d&rsquo;\u00eatre enregistr\u00e9s ou non. Une bonne pratique que nous recommandons est d&rsquo;utiliser un serveur vocal interactif (SVI) pour demander aux appelants de choisir s&rsquo;ils veulent ou non \u00eatre enregistr\u00e9s au d\u00e9but de chaque appel, puis d&rsquo;envoyer les appelants qui ne veulent pas \u00eatre enregistr\u00e9s dans une file d&rsquo;attente s\u00e9par\u00e9e pour \u00eatre trait\u00e9s. Les personnes peuvent \u00e9galement demander \u00e0 ne pas \u00eatre enregistr\u00e9es lorsqu&rsquo;elles communiquent verbalement avec un agent du centre de contact.  <\/p>\n<h2>5. Si une personne d\u00e9cide de ne pas \u00eatre enregistr\u00e9e alors que l&rsquo;appel a d\u00e9j\u00e0 commenc\u00e9, comment un agent du centre de contact peut-il arr\u00eater l&rsquo;enregistrement et s&rsquo;assurer que ce qui a \u00e9t\u00e9 enregistr\u00e9 est rapidement supprim\u00e9 ?<\/h2>\n<p>Les outils d&rsquo;enregistrement de Calabrio ONE permettent \u00e0 l&rsquo;agent d&rsquo;arr\u00eater l&rsquo;enregistrement \u00e0 n&rsquo;importe quel moment et de supprimer imm\u00e9diatement tous les segments pr\u00e9c\u00e9dents qui ont \u00e9t\u00e9 enregistr\u00e9s &#8211; ou de supprimer l&rsquo;appel dans son int\u00e9gralit\u00e9 &#8211; en appuyant simplement sur un bouton. Ensuite, \u00e0 la fin de chaque journ\u00e9e, toutes les demandes de \u00ab\u00a0suppression d&rsquo;appel\u00a0\u00bb sont supprim\u00e9es de l&rsquo;archive des appels de Calabrio ONE. <\/p>\n<h2>6. Faut-il qu&rsquo;un \u00ab\u00a0\u00e9v\u00e9nement\u00a0\u00bb se produise pour qu&rsquo;une personne demande ses donn\u00e9es \u00e0 caract\u00e8re personnel (c&rsquo;est-\u00e0-dire qu&rsquo;elle remplisse une demande de pr\u00eat hypoth\u00e9caire) ?<\/h2>\n<p>Non, il n&rsquo;est pas n\u00e9cessaire qu&rsquo;un \u00e9v\u00e9nement se produise pour qu&rsquo;une personne puisse demander ses donn\u00e9es personnelles. Si une personne pense qu&rsquo;une entreprise d\u00e9tient ses informations, elle a le droit de les demander \u00e0 tout moment. <\/p>\n<h2>7. Jusqu&rsquo;\u00e0 quand une personne peut-elle demander ses donn\u00e9es personnelles ?<\/h2>\n<p>Une personne peut demander \u00e0 ce que ses donn\u00e9es personnelles soient conserv\u00e9es aussi longtemps qu&rsquo;elles le sont. Toutefois, une entreprise ne peut conserver des donn\u00e9es qu&rsquo;aussi longtemps qu&rsquo;elles sont n\u00e9cessaires \u00e0 la r\u00e9alisation de l&rsquo;objectif pour lequel elles ont \u00e9t\u00e9 collect\u00e9es \u00e0 l&rsquo;origine. Par exemple, si une adresse \u00e9lectronique a \u00e9t\u00e9 communiqu\u00e9e \u00e0 une entreprise organisant une loterie, cette adresse doit \u00eatre automatiquement supprim\u00e9e de la base de donn\u00e9es de l&rsquo;entreprise une fois la loterie termin\u00e9e.  <\/p>\n<p>Pour plus de d\u00e9tails, t\u00e9l\u00e9chargez notre guide <a href=\"https:\/\/info.calabrio.com\/calabrio-how-to-guide-on-navigating-gdpr-and-ccpa\">pratique pour naviguer dans le GDPR et le CCPA.<\/a> <\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":267,"featured_media":20399,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[206],"tags":[],"blog-languages":[],"class_list":["post-31248","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-meilleures-pratiques"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Les 7 principales questions des clients des centres de contact de Calabrio sur le GDPR | Calabrio<\/title>\n<meta name=\"description\" content=\"Alors que nous aidons nos clients \u00e0 se pr\u00e9parer \u00e0 la date butoir du 25 mai 2018 pour la mise en conformit\u00e9 avec le r\u00e8glement g\u00e9n\u00e9ral sur la protection des donn\u00e9es (RGPD), plusieurs questions communes reviennent r\u00e9guli\u00e8rement. 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