Subject: [Training Update] - GDPR
From: Jana Garbe <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, Kritika Mirchandani <[email-masked]>
Cc: David Lee <[email-masked]>
Date: Wed, 6 Feb 2019 13:08:17 +0000

Hi Urvika,

Please note that the training for GDPR has been updated on the OLS as well as the Quiz (2 questions added).

Slide 7: Clarification on what is considered security check
Slide 8: Confirmation that for outbound calls it is not necessary to do all security checks. Yet, it is essential to confirm you are speaking with the account holder.
Slide 11: Note added to advise that under no circumstances full names of colleagues / TLs should be mentioned in the CIAN note (e.g. instead use TL David)
Slide 13: Slide added to confirm how data requests should be dealt with via phone and email

  *   Phone: Revert the caller to the Privacy Policy Page
  *   Email: Advise the customer that the request has been passed on, escalate to GDPR
Slide 15 - 18: Slides added on how you should deal with the death of a subscriber.
Slide 20: Reminder to advise agents on how to review the Privacy Policy page on our website.

If you have any questions about any of the updates, please let me know. The same information can now be found on the Wiki.

Kind regards,

Jana Garbe
Training & Quality
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