UK GDPR and Data Protection Act 2018: Core data protection legislation governing how personal data must be processed, stored, and protected in the contact center environment
Privacy and Electronic Communications Regulations (PECR): Specific rules regarding electronic communications, cookies, and direct marketing activities
Consumer Rights Act 2015: Fundamental consumer protection legislation affecting service delivery standards and consumer rights
Consumer Protection from Unfair Trading Regulations 2008: Prohibits unfair commercial practices and sets standards for business-to-consumer interactions
Consumer Contracts Regulations 2013: Governs distance selling and contracts made between businesses and consumers
Working Time Regulations 1998: Regulates working hours, breaks, and rest periods for contact center staff
National Minimum Wage Act 1998: Ensures proper compensation for contact center employees
Employment Rights Act 1996: Defines basic employment rights relevant to contact center staff
Communications Act 2003: Framework for telecommunications services and regulatory requirements
Network and Information Systems Regulations 2018: Cybersecurity and network security requirements for digital service providers
PCI DSS: Payment Card Industry Data Security Standard for handling payment card information
Financial Services and Markets Act 2000: Regulatory framework for financial services contact centers
Unfair Contract Terms Act 1977: Regulates unfair terms in contracts and limits the extent to which liability can be excluded
ISO 9001: Quality Management System standard relevant for contact center operations
ISO 27001: Information Security Management System standard for protecting sensitive information
BS EN 15838: Specific standard for Customer Contact Centres defining service requirements
Equality Act 2010: Ensures accessibility and prevents discrimination in service delivery
Civil Contingencies Act 2004: Framework for business continuity and emergency response planning
BS 25999: Business Continuity Management standard for ensuring service continuation
