Regulatory compliance is a top priority for call centre managers and supervisors. But keeping up with ever-changing standards is a difficult task. The vendors you choose to work with have a big impact on your business security. Be sure to pick companies you can trust.
This is especially true when choosing your cloud call centre software. Look for a vendor that commits to maintaining the highest compliance standards. Be upfront with your expectations. Make sure potential vendors know that customer privacy and data security are critical to your business.
Finding a trusted vendor is a good first step. But compliance is an ongoing commitment of time and resources. And while there’s no one-size-fits-all program, you need to focus on a few key areas.
Meet call handling compliance
There are many compliance requirements you need to meet when handling call centre interactions. A common misstep is being unaware of compliance requirements around how you handle sensitive data. Be sure to stay up to date with what information you can and cannot store.
The Payment Card Industry Data Security Standard (PCI DSS) is one of the most significant security acts. This standard prohibits storing customers’ credit card information for extended periods of time. Additionally, it restricts the recording of the three- to four-digit number on the back of credit cards.
Using a solution that pauses voice and screen recording enables you to meet this standard. This prevents agents from recording sensitive information. And don’t neglect chat, screen-share and co-browse sessions. You need to filter out or mask credit card information across channels to prevent transmission.
You should also be familiar with the Health Insurance Portability and Accountability Act (HIPAA). As outlined by HIPAA, organisations must ensure the security of protected health information (PHI). This applies whenever you transfer, handle or share PHI.
If your organisation transmits patient medical information, you need a tested cloud solution. Choose a vendor that has undergone an independent audit to verify administrative, physical and technical controls required for HIPAA compliance.
“Compliance isn’t a box to be checked signifying you passed a test, but rather the proof that a holistic and robust program of management, operational, and physical security controls is in place and adhered to.”
Eric Cohen
Head of Cloud Security and Compliance
Genesys
Uncover the benefits of quality assurance
Making sure that all your call centre agents follow compliance procedures isn’t easy. But quality assurance drives consistency across all interactions and delivers better customer experiences.
A quality assurance solution simplifies the process. It allows you to track, record and maintain compliance over time. Quality assurance tools like scorecards and speech analytics let supervisors audit calls. These audits make certain agents follow scripts and provide coaching opportunities.
Many states have laws about caller consent permissions. Be sure to inform all parties that their call is being recorded and monitored. After the call ends, audit the interaction right away. Allowing too much time to pass before auditing can result in compliance violations.
Automating back-end processes can also improve call outcomes. Choosing a contact centre provider that offers quality assurance is vital. There are costly consequences for frequent noncompliance but, fortunately, missteps are avoidable.
Reduce human error in your call centre
To err is human. Proper training gives your call centre agents the knowledge and tools to excel. Ensure all your call centre agents complete annual compliance training. Improve training efforts by making them more engaging. Try adding gamification or hosting lunch-and-learn sessions.
Teach your teams ways to recognise and avoid cybersecurity threats. For example, cybercriminals look for opportunities like weak passwords to compromise your data. Assign unique agent login IDs to employees with access to sensitive information. This lets supervisors trace leaks back to an individual, if needed. This is especially important when your employees are working from home.
A two-step authentication process can also prevent data leaks. Find a vendor that integrates with a single sign-on (SSO) provider such as Okta, Google, Microsoft or Salesforce for extra security. Set a schedule to check who has access to sensitive information. And make sure only those who need it have access.
Know the rules of outbound dialing
You need to be aware of compliance requirements for inbound call journeys as well as regulations for outbound call centers. The Telephone Consumer Protection Act (TCPA) is one such call centre regulation.
- It restricts making telemarketing calls.
- It restricts using automatic telephone dialing systems and artificial or prerecorded voice messages.
- It requires that businesses honor the Federal Do Not Call Registry.
- It prohibits calls outside the hours of 8:00 AM – 9:00 PM local time.
Companies running debt collection campaigns need to train agents to manage non-paying customers. The Fair Debt Collection Practices Act prohibits the use of threatening language or unethical behavior during collection calls. And understanding federal guidelines for outbound dialing isn’t always enough. Many states have state-specific legislation that further restricts creditor contact.
Consider outbound solutions with a wide range of configurable compliance options. These options include:
- Flexible time zone management
- Abandoned rate definition and control
- DNC scrubbing
- Caller ID and name specification at the campaign and call level
- Call and screen recording
- Call time-out controls
- Legislative message handling
- Opt-out controls.
Commit to compliance
Security concerns are increasing across industries and among consumers. A security breach could risk your customers’ trust for years to come. Finding the right contact centre solution is critical to maintaining that trust.
Not every call centre platform upholds the same compliance standards. Choose one that meets your specific regulatory requirements. This can make or break your ability to create reliable, compliant customer experiences.