6/7/2023 0 Comments Anomaly squaredWe are all consumers ourselves and I know the thought of my information going through an unsafe system and being handled by non-compliant agents makes me feel uneasy for sure! Not only does it help safeguard the conversation for both parties, but it helps us look back and ensure our agents are being compliant in every aspect of the phone call.īut really the most important reason to remain compliant is to make sure that all consumer information that comes through our system remains safe and secure. There are many reasons to record and review calls. Each call is opened with the standard “This call may be monitored…” that we have all heard, and we definitely take the opportunity to review as many as we can across all of our agents. REIVES: Quality Assurance team that monitors calls. Like I said below, just one violation on one single call can cost an organization dearly and lead to large fines, and that is something that my team and I work hard to prevent.įURR: How do we as an organization make sure all of our agents are staying compliant on each call? And it has to start from the very first day of training when new hires join the team, as well as continuing education to keep agents up to speed with any new regulations that affect them. Not only is it important to have a dedicated compliance individual or team that understands the ins and outs of the compliance aspect of running a call center, but compliance has to be saturated throughout the entire organization, from the top all the way to the bottom. Consumers will always be evolving as well in how they prefer to be contacted, which is why we have seen more and more pieces of these acts include omnichannel restrictions to keep up with that. It is never going to be something that is static, especially as technology continues to evolve, regulations will have to evolve with it. REIVES: We of course do our basic due diligence and keep our ear to the ground on any new, updated, or reformed legislation. How do we keep up with all of it and make sure that we stay up to date with the latest legislation? Not complying or staying up to date can lead to hefty fines for the organization in the hundreds or even up to thousands of dollars per violation.įURR: That is certainly a lot to keep up with. Every lead list must be scrubbed to ensure you aren’t calling anyone who is formally on that registry. This is a national registry of everyone who wishes to not be contacted in any way with solicitation calls. Then we have the DNC or Do Not Call list. Dialing restrictions can be narrowed down to as detailed as the area code and what hours you are able to contact. The TCPA is of course at the Federal level, but there is also state-by-state legislation that must be monitored as well based on where you are making calls to. There are also aspects of this legislation that oversees text messaging and email, not just phone calls. First, we have TCPA regulations, or the Telephone Consumer Protection Act that restricts sales calls through phones as well as automated phone equipment. NIKKI REIVES: It definitely gets to be a lot! I have to stay on top of it myself to keep it all straight. MBA's Diversity and Inclusion Initiative.Conferences & Education Expand subnavigation.News, Research & Resources Expand subnavigation.CFPB 2.0: Advancing Consumer Protection.State Legislative and Regulatory Resource Center.Advocacy and Policy Expand subnavigation.
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