Call Center Compliance
Managing a call center can be a challenging ordeal, to say the least – your facilities handle large volumes of customer inquiries and complaints while maintaining a secure and productive work environment.
Call center compliance is one of the most important aspects of the call center enterprise – arguably the most important aspect. Contact center compliance is so important because in many cases, call centers or contact centers are the facilities responsible for handling large volumes of customer contact information.
Due to the volume and sensitive nature of much of the information that is either stored within or accessible from the call center, many facilities are prime targets for cybercriminals and data thieves – not to mention other safety and security issues call centers can face on a regular basis.
There are often strict enforcement measures for companies outside of compliance, meaning if your company’s not up-to-code or, in other words, non-compliant, your organization can face sizable fines or penalties until compliance requirements are adequately met.
Some examples of guidelines and regulations call centers must observe are the Telephone Consumer Protection Act (TCPA), which dictates the hours wherein calling residential telephone numbers is allowed and prohibited. Call center enterprises and employees must also abide by the Health Insurance Portability and Accountability Act (HIPAA) to protect patients when handling sensitive patient information. The Payment Card Industry Data Security Standards (PCI-DSS) are also a necessary set of standards that exist primarily to protect cardholder data.
Call center regulatory compliance involves adhering to these industry-specific guidelines to ensure that both your company’s data and the data of your customers and clients remains protected. By keeping up to date with the latest compliance requirements, you also save your company potentially millions of dollars in fees or penalties – not to mention the damage to your brand reputation in the event of a data breach or non-compliance.
Call Center Compliance Issues
Call center compliance issues are some of the gravest threats to a call center enterprise. There are a handful of ways to help maintain compliance, however, including keeping a comprehensive compliance checklist. A call center compliance checklist can help to ensure that your organization has taken all of the necessary steps involved to safeguard against compliance issues and other threats to the safety and efficiency of your entire operation.
Another way to help boost your organization’s compliance initiatives is to provide adequate and regular agent training so that all employees remain well informed of the latest updates in compliance regulations. This may include routine training modules to keep agents informed about the tools at their disposal when handling calls.
Scheduled training regarding the latest cybersecurity initiatives is also helpful for avoiding common threats like phishing email scams and other nefarious digital activity.
Authenticx can provide invaluable assistance to companies struggling with overcoming call center compliance issues. Authenticx can help reduce error rates and enable your team members to observe trends over time to ensure quality enhancements, various assessment and benchmarking initiatives, as well as assist in monitoring safety events and customer complaints.
Not only does non-compliance reflect poorly upon the whole organization, but it also shows the customer that the protection of their rights and data isn’t necessarily a priority. Compliance is about more than just adhering to standards to satisfy legal prerequisites – it’s also about providing customers with the best quality service.
Call Center Policies and Procedures
Your organization’s call center policies and procedures should be comprehensive and easy to understand when outlined in your call center policy and procedure manual. A robust call center working procedure will include all necessary information for daily operations within your company’s facility – items such as scheduling procedures, performance assessment protocol, and company personnel policies.
To assist in the overhaul or development of your call center’s policies and procedures, you might consider looking at a call center policies and procedures template. There are innumerable resources available to you on the web – from templates in a variety of file formats to information about the various industry regulations and requirements that are necessary to meet compliance standards.
Call center enterprises should keep agents well-trained and informed about call scripts, company policies, and how to handle various on-the-job duties like registering complaints. Your company’s procedure documents can provide guidance for responding to agitated or explicit callers, and how employees can become involved in additional training and development programs.
Other procedures that are important to have in place might include disciplinary action in the event of absence or other repeat infractions. This and other quality control procedures are crucial to maintaining and providing the best customer service possible. The more prepared your agents are at handling the myriad reasons customers might call in, the more quickly they are able to address individual customer needs and are thereby more able to respond to greater numbers of callers.
Call Center Management
Call center management is responsible for overseeing and enforcing call center rules and regulations for employees. Call center management is also responsible for personnel decisions like hiring, training, and scheduling, as well as maintaining ideal customer service while working to solve or remedy any issues that may arise during the hours of operation. For these reasons and numerous others, managing a call center is no simple, straightforward task.
Call center training manual examples may contain information about what procedures to follow for inbound calls or outbound calls. Comprehensive training and onboarding procedures are vital for setting up your call center organization for success. Without a solid foundation of properly trained employees, any infrastructure built on top is likely to quickly crumble.
Your organization’s compliance department will handle any compliance issues that come up and they are responsible for updating standard operating procedures when governing bodies divulge new regulations. Keeping up with the latest compliance regulations is another part of running a call center successfully.
There are numerous ways to manage a call center effectively and ethically; no two companies’ recipes for success are ever completely identical.
The best your managers can do is hire the most qualified employees, train them as thoroughly as possible, and provide those qualified, well-trained agents with the resources they need in order to succeed on a daily basis. Call center managers can also help fuel the success of their employees by making sure scheduling is managed properly and equitably to reduce stress and properly balance workflow.