The Data Protection Assessment (DPA) Check feature provides a configurable series of questions and answers for users to confirm a caller's identity (known as DPA checks) at the point of contact on inbound and outbound telephone calls.
Configuring DPA Checks
- Select Launchpad > Go to Modeller > Global Features > DPA Check
- From the blade, you can configure existing question sets or create a new question set.
The GDPR requirement is that companies must have "the proper procedures to identify callers". Generally, the best practice is that the caller must correctly answer 2 or 3 questions to confirm their identity. As such, you must have a minimum of two (mandatory) questions in a question set, but it is recommended to have additional questions.
Configuring Question Sets
When configuring the question set, you can define the number of correct or incorrect answers, and skipped questions are allowed. If these requirements are not met when a user completes the feature, the check fails.
The user experience looks like this, with an additional aspect for DPA Check on the telephone call blade.
The Past Checks section lets you look at previous checks and see individual question results.
If there isn't enough information on the matter to carry out the checks, the following message is displayed to the user.
