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Contact Center Compliance is a critical focus for many organizations, but there are still countless companies in the industry that either do not realize they are in violation of compliance or are knowingly taking risks despite the potential consequences. Technology can be a cost effective and simple solution for some of the compliance requirements in our industry.
Some of the consistent compliance focuses of the contact center market are:
Compliance technologies can help your organization to completely avoid or at least properly manage compliance based rules using tested systems to ensure limited capability of human error.
There are also companies that specialize in compliance based training and audits that can assist your organization in working towards proper compliance with the required regulations.
Lack of compliance has cost contact centers billions over the last few years, so the technology can pay for itself in fine avoidance. Failure to adhere to TCPA compliance violations can cost from $500 to $1500 per occurrence.
Technology vendors in this marketing all offer the ability to be compliant, but actual adherence to regulations is in not always guaranteed simply through use of a particular tool. It is still up to your organization to implement and use these systems in a compliant way.
Technology focused on PCI avoidance does not necessarily make you compliant. Just because a vendor is PCI Level 1 certified, it does not automatically make your organization PCI Level 1. Ask the vendors to show you how to implement the tools in accordance with the compliance you are trying to achieve, and get your internal audit teams involved early because they will know how to integrate with your internal compliance policies.
On the compliance audit and training side, there are a lot of vendors in the market but you should look for providers that specifically understand the contact center and debt collections markets.
Call center compliance is not to be taken lightly, so you should give yourself an added layer of protection by consulting industry experts to help find the right technology partner.