Every call center needs to comply with basic regulations such as not dialing people on the Do Not Call Registry and restricting calls to certain hours. Call compliance, however, can vary by industry. Call centers that work with different companies, therefore, might need to adjust their compliance standards depending on the client’s industry.
The following article will cover some common standards, how your call center can meet those standards and the benefits of compliance.
Compliance and Business Reputation
Failing to comply with industry regulations can result in fines and other penalties. Just as importantly, following industry guidelines helps protect your business’s reputation.
Many compliance regulations define how you must store and protect customer data. Choosing a reliable CRM solution with robust security protocols can take you a significant way toward meeting industry obligations. Still, you may need to align your internal processes and IT infrastructure to keep data secure.
Any data breach can ruin a company’s reputation. When customers and clients learn you did not protect their private information, they will probably stop using your services. That leads to lost revenues on top of the penalties that authorities will charge.
Call Compliance by Industry
Call centers must follow standards established by the FCC. Other industries need to comply with standards set by other agencies and professional groups. As a call center manager or owner, you will also need to adopt these additional standards when you partner with companies in specific industries, such as healthcare, banking, and energy.
Some geographic areas also have additional compliance standards. Regardless of where your call center is based, you must abide by the local laws of the consumers you contact.
The following describes some regulations that your call center might encounter.
- PCI-DSS – Payment Card Industry Data Security Standard
- HIPAA – Health Insurance Portability and Accountability Act
- HITECH – Health Information Technology for Economic and Clinical Health Act
- Omnibus Rule
- AICPA – American Institute of Certified Public Accountants
- GLBA – Gramm-Leach-Bliley Act
- FSMA – Food Safety Modernization Act
- FERPA – Family Educational Rights and Privacy Act
- NERC CIP – North American Electric Reliability Corporation Critical Infrastructure Protection
Regional and Miscellaneous
- GDPR (Europe) – General Data Protection Regulation
- CCPA (California) – California Consumer Protection Act
- SOX – applies to any publicly traded company
Implementing Call Compliance Measures
Clearly, you need reliable ways to enforce compliance. One mistake could put your business and clients at risk. However, you can get excellent results by implementing compliance measures in three ways.
1. Technology Solutions
Since so many industry compliance regulations focus on storing data and personal information, it makes sense to make sure you adopt technology that can meet expectations. You might want to hire a security specialist to review your IT infrastructure for vulnerabilities. Additionally, if you store data in the cloud, as many companies do, have an expert review its security standards and make sure the service meets industry requirements.
Your CRM systems also need to handle data securely. Make sure they are properly integrated with your dialers and other tools you use to improve agent performance. You want automated processes that will store data securely and reset sensitive information as needed. By automating these tasks, you remove human error from the equation.
Phone Number Management
Unfortunately, your company’s reputation can suffer damage even when you follow all the compliance standards. This problem often happens when a scammer spoofs your number and uses it to commit crimes.
Adopt phone number management tools to identify flagged numbers. Whether the misuse comes from a scammer or an agent who doesn’t follow the rules, you want to know as soon as possible so you can replace it with a new number.
2. Employee Training
Your employees need to know compliance regulations so they do not unintentionally break the rules. Devoting time to training helps ensure that your company doesn’t get fined by authorities. Additionally, the training should help employees verify customer account information correctly, which will improve security and make your call center more effective.
Keep in mind that you might need to retrain call agents when you start working with a client in a different industry.
3. Policies and Procedures
Your company’s policies and procedures must reflect the industry’s expectations. Your policies and procedures can define things like:
- Which channels employees use when sharing sensitive information with a colleague or manager.
- How long computers can sit idle before they log out the user.
- Adding two-factor or multi-factor authentication to databases that contain sensitive information.
- Automating tasks that computers can perform more easily and accurately than humans.
You also want to write procedures for when a data breach occurs. Hopefully, this will never happen. If it does, everyone needs to know what role to play in reaching out to affected clients, reporting the breach to authorities, and investigating the breach’s source.
Managing Your Reputation
Call compliance can help your numbers maintain stellar reputations that help agents reach customers. There are a lot of unknown factors, however, that can influence your reputation. Has someone spoofed your number? Do you have a call agent that doesn’t follow guidelines?
Caller ID Reputation lets you monitor number reputations. The platform can even send you an alert when a number gets flagged by a carrier or third-party app.
Contact us to learn more about how Caller ID Reputation can help you reach and convert more consumers!