By Robert Stanley, Sr. Manager, Marketing Operations for CallMiner
Call centers are constantly under pressure from regulatory compliance concerns. With a variety of regulations impacting call center operations across many verticals, and those regulations frequently in a state of flux, it can be challenging to stay on top of the latest regulatory requirements, particularly when regulatory changes require changes to the technology call centers rely on or to standard operating processes.
As a result, there are a variety of issues related to compliance that companies tend to overlook. To gain some insight into the most common compliance challenges today’s call centers are facing and the call center compliance issues that often go overlooked, we reached out to a panel of call center leaders and asked them to answer this question:
“What’s the biggest thing companies overlook when it comes to call center compliance issues?”
Kolin Porter, Vice President of Product Innovation at EduMaximizer (a Higher Ed Growth company), was one of the featured industry leaders.
“Real-time monitoring of call recordings is imperative. This greatly impacts a call center’s ability to prevent compliance infractions and proactively protect their brand – and their clients. Many companies are still auditing calls days or weeks after an initial call has occurred. This means they’re unable to identify – and correct – issues in the moment or throughout the day. Without a doubt, this puts them at a disadvantage.
With advanced real-time monitoring tools now available, compliance can largely be automated… and easy. Those using call mining and QA technology get a real-time view of agent activities and correct compliance issues faster, reducing their risk and increasing quality.”
Joe Laskowski, Managing Partner and Chief Marketing Officer at Higher Ed Growth and LeadsCouncil board member, was another featured industry leader.
“One of the biggest things companies overlook when it comes to call center compliance is automation. When it comes to call center inquiry generation, many steps can and should be automated in order to reduce errors, call handle times and compliance missteps.
- Short form lead data often requires agents to complete the same form fields over and over again. There is great opportunity for human error – and in turn, violations. With automation, fields can be pre-populated and streamline this commonly error-prone process.
- TCPA disclosures should automatically be shown, read and include all brands to ensure the highest compliance for clients. For those in the higher education industry, this means each school name should be included in order for permission to call the prospective student.
- Call recordings should automatically be stored once the call has completed. Such recordings should also be retained for seven years, as call centers are responsible for internal audits and the audits of their clients. It’s also important that catalogued recordings be delivered in real time.
Quality contact center software is integral to automating compliance. With the ability to combine scripting and search results into one seamless process, it means data collection is more compliant. In addition, call mining and call grading software solutions can help marketers get as close to real-time audits for compliance as possible.
Read all of the contact center compliance tips on CallMiner.com: https://callminer.com/blog/20-call-center-pros-reveal-biggest-things-companies-overlook-comes-call-center-compliance-issues/