What is Contact Center Compliance?
Compliance is a state of being in accordance with applicable laws and regulations. When it comes to online security, numerous laws have been passed in recent decades to protect consumer's data and privacy as well as shield them from intimidation and intrusive phone calls. The impact of these laws has been far-reaching, and call centers have had to alter their processes and systems in order to ensure contact center compliance with them.
Compliance Regulations for Call Centers in 2024
There are probably at least a dozen laws that require call center compliance, some affecting nearly all call centers and others only impacting businesses in certain industries or locations.
For example, call centers that record calls are required by federal law to notify at least one party that they are being recorded, and some states have laws that both parties must be informed. Call centers that take credit card information need to comply with the Payment Card Industry Data Security Standard (PCI-DSS), which includes standards for storing credit card data, including voice recordings. Outbound call centers need to comply with the Telephone Consumer Protection Act (TCPA) and, of course, call centers in the healthcare industry need to be in compliance with HIPAA.
That isn't a complete list of the relevant laws and regulations, but it's still easy to see how call centers can get overwhelmed by their contact center compliance responsibilities. Fortunately, advancements in call center technology have automated a significant amount of compliance tasks. For example, interaction analytics software can translate every call into text, analyze it, and flag calls that might be out of compliance, possibly because of what the agent said or didn't say. Additionally, some call recording software can pause the recording when the caller is providing his credit card's security code. And compliance features are often built into outbound dialers.
These contact center compliance features can bring call center leaders some peace of mind. There will likely be additional, relevant laws passed in the future, and having software that can adapt and assist with contact center compliance is key to staying current with requirements.
How NICE can help
We understand contact center compliance and have incorporated network security measures and compliance features into several of our software solutions.
NICE CXone is the market-leading contact center software used by thousands of customers of all sizes worldwide to help them consistently deliver exceptional customer experiences. CXone is a cloud-native, unified suite of cloud-based compliance solutions designed to help a company holistically run its contact center operations. CXone includes:
Omnichannel Routing
Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.
Workforce Optimization
Workforce Optimization – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).
Analytics
Analytics – turns insights into results by making customer data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. These solutions include interaction analytics, customer surveys, reporting and performance management.
Artificial Intelligence
Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.
