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Compliance is the state of being in accordance with the applicable laws and regulations. There are a lot of laws that contact centers need to be in compliance with, forcing these centers to alter certain processes and systems. However, there are some laws that only apply to call centers in certain industries or locations.
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As contact centers deal with personal information regarding their customers, they must place high importance on data security. If the right measures are not taken, contact centers can risk agent fraud and/or data breaches. A lack of compliance within contact centers can cost the business a lot of money.
The following are a few risks of lack of compliance in contact centers:
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The following are some of the consent acts that contact centers must be aware of
DNC is one of the most well-known regulations and it gives consumers a way to easily opt-out of receiving telemarketing calls. The fine for non-compliance of DNC tends to be very high, hence contact centers must be aware of DNC.
Text analytics can be used to track, record, and assure compliance. Contact centers can use text analytics software to automatically listen to every call, transcribe it, and then automatically score it.
Text Analytics can be used to identify when agents use words or phrases which should have been avoided and can identify the failure of agents to adhere to scripts. Calls that represent risk can be automatically tagged with violations that they represent. Additionally, compliance risk scores can be given, ensure that agents review their performance and make improvements when they have made a violation.
Regulatory compliance requirements keep increasing and becoming more complex. In order to keep track of these regulations and remain compliant with the law, these are a few tools contact centers can use:
Softwares such as Voxco CATI Survey Software and Voxco Dialer, allow you to record partial or full interviews and even monitor live calls. This software allows the recording to be paused when sensitive information is being shared. Additionally, with Voxco IVR Survey Software, you can have access to “Privacy mode” which can be used for sensitive questions. When switched to privacy mode, the line is transferred back to the respondent for self-completion, and then transferred back to the agent who will not be able to see their private answers.
A QA scorecard is a rubric by which an agent’s interaction with a customer is graded. As discussed above, speech/text analytics can be used to score an agent’s interaction and provide a clear outline as to where the problem lies and how they can improve.
Contact centers must ensure the implementation of security policies within their organization in order to ensure compliance. For instance, employees must not be allowed to use personal devices for work as the threat of a breach is high when they do so.
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