Why You Need To Track Compliance In Your Call Center

​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.

The Commission Nationale de l’Informatique et des Libertés or CNIL, the data protection authority in France, signaled that companies must inform their prospective customers about their rights while cold calling and allow them the option to access the company’s privacy policy via phone or email. Companies also need to be conscious of the information they provide consumers and the comments that they record.

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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.

PCI DSS

The Payment Card Industry Data Security Standard (PCI DSS) governs standards for processing credit card payments. Call centers cannot record sensitive data such as CVV2 numbers, PIN numbers and magnetic strip data. Some call centers use a technical fix to automatically stop recording when an agent is keying in credit card information and start recording again once the credit card payment process is done.
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All agents must also have a unique ID that can be traced in the event of a data privacy breach.

Consent for call monitoring

Depending on your local regulation, customers and/or agents must provide consent to record any call conversations between them. Agents need to inform customers at the beginning that the call will be recorded and monitored. Customers must have the option to opt-out before call recording begins if they refuse to be recorded.

FDCPA

The Fair Debt Collection Practices Act (FDCPA) states that agents cannot use violent or threatening language to collect debt payments including utility payments, phone bills and loan payments.

TCPA

The Telephone Consumer Protection Act (TCPA) indicates that agents must inform customers who they are and which company they are calling from.

Track Calls For Compliance With NeoSound Intelligence

It can be a daunting task to track all your agents’ calls to ensure they are complying with regulations. This is where speech analytics software such as NeoSound can come in to record and transcribe very call.

With speech analytics, you can analyse every call your agent makes to track what your agents are saying. Compliance ratings are attached so you can easily flag out calls to review more closely. You can quickly work with agents to take remediation action and train them on the relevant compliance regulations.

You can customize the stop words and key phrases your agents should say which the smart algorithm will pick up and attach a rating to. 
Your call center managers no longer have to manually listen to samples of recordings that are not entirely representative of the calls your agents make. With speech analytics, you can accurately assess how well your agents comply with regulations.
Interested in exploring speech analytics for your call center? Reach out to us and we’ll be happy to help.

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