Contact center compliance is the process of making sure your contact center meets the regulations put in place by governing bodies. Failure to comply with regulations can result in fines and other penalties, so it’s important that your contact center operations are in line with industry regulations and best practices.
Table of contents
- Can you record and monitor calls without consent?
- What are the restrictions for outbound dialing?
- Can you call contacts on DNC lists?
- Can you record payment information?
- Can you share patient health data?
- Who can access your company’s network?
- What network security protocols do you have to follow?
- What customer data do you have to protect?
- Do you need to follow GDPR guidelines?
- Why is call center compliance important?
- Quick tips for contact center compliance success
Can you record and monitor calls without consent?
No. Especially when operating in the USA or Australia which require the consent of both call center agents and customers to monitor and record calls. For inbound and outbound calls, call centers need to disclose that calls will be recorded and monitored.
What are the restrictions for outbound dialing?
Can you call contacts on DNC lists?
No. When considering contact center compliance, subscribe to national DNC lists to ensure that you’re not calling people who don’t want to receive telemarketing calls. Violating DNC registries can result in heavy fines.
Can you record payment information?
Can you share patient health data?
Who can access your company’s network?
Employees with appropriate security clearance. Call centers must use unique agent logins to access consumer information to align with PCI compliance and trace data leaks or theft.
What network security protocols do you have to follow?
Contact centers are liable to protect customer data. PCI-DSS compliance requires you to have effective network security measures in place like firewalls and anti-malware and anti-virus software.
What customer data do you have to protect?
According to HIPAA regulations and other mandates, call centers must protect specific types of customer information like social security numbers, images of customers’ faces, geographical identifiers, and account numbers.
Do you need to follow GDPR guidelines?
If a contact center engages with EU residents, the General Data Protection Regulation (GDPR) requires you to delete all personal data stored within a week after completion of transactions.
Why is call center compliance important?
Following contact center compliance helps your contact center avoid fines and penalties, build a reliable reputation, and win customer trust.
Quick tips for contact center compliance success
Provide agent training, use tools to stay compliant, create a security policy for your contact center, and identify which managers oversee your compliance plan to ensure success.
Feeling overwhelmed? Contact center compliance is critical to the success of your business but it can also be confusing. LiveVox offers a simplified approach to risk-mitigation with our cloud-based contact center solutions. From our automated dialing system to our full CRM platform, we ensure your contact center stays compliant with embedded compliance controls.