Nightmares are a terrible thing. I am not sure if my recurring dream qualifies as a real nightmare but, every so often, I dream about being on a business trip and not being able to get to the airport in time or being held up at customs because I have the wrong visa, passport, or another legal document.
In a way, my nightly challenges to comply with the regulations in my dreams might be real, daily obstacles in your life.
Ensuring your contact center compliance—whether it’s about sales or service—can be a recurring painful experience as well.
Here are five compliance considerations for the contact center:
1. Ensure Compliance to Legal Responsibilities
Many organizations need to respect regulatory compliance. This means that to conduct business in legally, you need to ensure you’ll play by the federal and local laws. For some organizations, this means that when you are trying to collect a debt, you need to ensure that your agents articulate a mini-Miranda statement. Failure to prove to a regulator that you did adhere to this rule could mean your organization is subject to penalties and fines.
By recording each conversation and, bet yet, using speech analytics to prove you are compliant, you can mitigate such risk. You can also identify and coach employees who fail to articulate regulation statements quickly.
2. Respect Labor Laws
Another area is labor laws or union/works-council agreements. Contact centers need to constantly balance supply and demand, but also take into account employee contracts, labor laws, and agreements made with works-councils, for example. Respecting when your employees work, and staying within legal and social agreements, is important for employee engagement and to avoid potential legal action. This is especially true in today’s digital age—where you must schedule your workforce across multiple activities and communication channels—that this puzzle becomes increasingly challenging.
An integrated workforce planning application will make sure that you can create effective schedules that work for the company and for your contact center agents.
3. Business Process Compliance
Ensuring that your employees stick to your business process is an important form of compliance that’s probably less driven by legal implications. Your contact center’s business processes have been designed to ensure efficiency, proper hand-offs between different functions, and to avoid costly rework or customer complaints. Ensuring that your employees operate within the guidelines of your processes will increase your level of operational excellence and, therefore, reduce both cost and risk.
For example, screen recording allows you to monitor how well employees adhere to business processes. Supported by rich metadata, you can quickly find exceptions in terms of time spent on a task and find the root cause. Through individual training and coaching, you can quickly correct the problem or identify best practices that will benefit others in the workforce.
4. Fraud Prevention
The digitalization of business has provided great innovation and cost benefits. Unfortunately, it also has made business more vulnerable to fraud. Phishing and ransomware are very real threads, and many organizations struggle with fraud in contact centers. Authenticating the customer and ensuring that you can protect your business is critical.
Voice biometrics, speech analytics, and correlating metadata can help you to not only prevent fraud but also analyze suspicious customer behavior.
5. Create an Effective Dispute Resolution Process
Every organization wants to conduct business in a fair way and ensure that customers have a positive experience so they become brand ambassadors and come back for repeat purchases. But sometimes things do go wrong and a customer files a complaint. This is a costly process for both your business and your customer. An effective dispute resolution process is critical in such cases.
Being able to quickly find, restore, and analyze customer conversations, transcripts, business data, and other information will help to shorten the process and provide clarity to both the business and the customer.
If any of these five areas apply to your business, you might be interested to learn how an integrated workforce optimization solution helps you sleep better at night and helps your business run better during the day.