Federal regulations have different rules and guidelines to be in compliance with at all times. Such as Sarbanes-Oxley, the Health Insurance Portability and Accountability Act (HIPPA). Also the Equal Credit Opportunity Act (ECOA). Here it is vital that companies implement call center software to meet regulations.
Many individual states have their own compliance requirements. Moreover international business may have to adhere to regulations set forth foreign governments. Failing to adhere to one or more of these laws can result in a hefty fine. Hence call centers are doing everything they can to ensure call compliance from top to bottom.
Technology and people have to act in compliance at all times
For instance, collections agencies have to comply with the Federal Trade Commission (FTC). This regarding the times and frequencies they can attempt a collection. In many instances, it takes numerous attempts to reach the consumer. Also the collector contends with factors such as busy signals or answering machines. However, collections agencies can’t just dump their call lists into an automated system and hope for the best.
Capital One, for instance, placed debt collection calls to about 21 million cell phones without first obtaining the necessary consent. Now, the company has agreed to a settlement of $75.5 million for violating the TCPA of 1991. Call time windows and so forth than you technology could actually get you in trouble. If your technology isn’t set up properly with updated DNC lists.
A collections agent can not false or harassing statements. Hence a call scripting system supplies correct scenarios for the agent to set up payment plans. Also to discuss different payment options, initiate payment reminders or establish automatic payments while using compliant language. Meanwhile, a call recording system allows recording of the screen and call. Consequently ensuring agents were compliant with federal collections laws should an audit occur.
Call Center software for complying with regulations
There were over 11,000 FDCPA lawsuits filed by consumers in 2011 according to WebRecon. Every call needs monitoring to identify any compliance risks based on content of the conversation. Real-time alerting systems can guide the agent through a call. As well as give supervisors the chance immediately intervene when complaisance issues arise.
Many call centers are struggling to remain compliant with the Payment Card Industry Data Security Standard. This requires file encryption, secure storage of data and the mandatory deletion of specifically sensitive information. Such as the credit card security code.
Recorded calls are subject to the same rules as any other method of capturing customer card authentication data. According to the PCI Security Standards Council. Some call recording systems allow agents to pause the recording when credit card numbers are spoken. This way the call recording system has no record of that credit card on file. Meanwhile keeping the contact center compliant, while still keeping the main body of the call recorded for future reference.
