Future Internationale was fined €500,000 in November 2019 for infringing the EU General Data Protection Regulation (GDPR) by failing to implement clients’ opt-out requests and recording excessive comments during cold calling campaigns.
In light of the increase in data privacy breaches in the past few years, governments are looking to enforce more regulation around the recording of data. A typical data breach can cost a company $3.6 million. It can be challenging to keep up with the changes, but here are some of the key regulations that call centers must comply with.
If customers have issues about payment, but you've updated your FAQs and prepared your chatbots to respond to questions about shipment and delivery, no wonder they're calling - they can't find the answer!
Call analytics software can help you do topic classification to find out what type of calls you have and the top complaints or questions customers are calling in about.
NeoSound Intelligence specializes in using artificial intelligence and machine learning to understand what people say and how they say it and turn this into data for you.
One of our key breakthroughs in 2019 has been the ability to classify speech fragments into categories. Our clients have used this for market analysis, focus group polls, and customer call analysis.
Let’s take Greta Thunburg’s UN speech for example. She was named TIME’s Person of the Year 2019 for inspiring a global movement to fight climate change.