Regulatory breaches can expose an organization to significant financial and reputational damage, so ensuring compliance is a key priority for any contact center leader. This has always been a challenge for call centers, and in 2022, the prevalence of remote work has heightened this issue.
Thankfully, there are plenty of ways to mitigate the compliance risk and ensure your contact center abides by these regulations even when agents are working from home.
Compliance rules are developed by state bodies and regulatory agencies to protect consumers. These regulations are particularly relevant for organizations that deal with large volumes of consumer data, such as call centers. Following these rules is not only important for the success of a business, it’s essential for survival. Breaches can lead to heavy fines, criminal prosecution, and irreversible reputational damage. If you don’t comply, you might crumble. For call centers, these concerns typically involve things like call recording, payment processing, and data storage. Any time your organization handles sensitive information or communicates with a customer, you must ensure the safety of the consumer and the security of their data. By developing internal processes, you can protect your call center from the financial and reputational repercussions of a breach.
To ensure compliance and protect your organization, you should develop strict rules in your call center. As a leader, it is your responsibility to guide agents, whether remote or on-site, and make sure they are adhering to best practices. As noted, call centers handle a lot of sensitive consumer information, and so there are several important regulatory mandates in place for the industry, such as:
For contact centers, there are certain areas where compliance is most at risk. Some of the main areas of concern for contact center leaders include:
While many of the regulatory risks detailed above are applicable regardless of whether you’re working remotely or on-site, some become more relevant when working from home.
Fortunately, despite the additional challenges of maintaining regulatory compliance in a remote working scenario, there are plenty of ways to mitigate the extra risk. By establishing or refining an in-depth QA program, you can ensure regulatory adherence in any working environment.
Technology may throw up data security risks, but it also provides a number of solutions for call center leaders.
A strong focus on regulatory compliance as part of the overall training process will go a long way to ensuring your organization’s security. Adequate education around IT security practices and internal policies, as well as detailed training on adherence for agents, is relevant both on-site and in a remote context. Using Scorecards, you can identify potential regulatory issues and deliver virtual, targeted training to eliminate them before they escalate. For remote workers, in particular, the IT department should provide information on securing personal devices and using data encryption to protect consumers. It’s also important to remember that this training starts from day one, so you should incorporate it into your onboarding process to affirm its importance.
Evaluating the entire compliance process on a company-wide basis will ensure that there are no chinks in your armor. Processes involving sensitive data must be watertight to ensure that agents abide by the rules in their customer interactions. Best practices for adherence should be clear to every member of the organization, remote or on-site, and regular evaluations will allow you to determine whether or not employees are following guidelines.
Scorebuddy is built with regulatory compliance in mind. With our fully-customizable Scorecard Builder, you can monitor every aspect of regulatory adherence, alerting managers to breaches in real time so they can take immediate action. You can also maintain an audit trail with Scorebuddy, demonstrating your commitment to the rules and reducing your organization’s risk profile. To see how Scorebuddy supports regulatory compliance, book your free demo today.