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Common Pitfalls in Call Center Compliance

Common Pitfalls in Call Center Compliance and How to Avoid Them 

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Bryn Bergquist

Marketing Content Writer

Staying compliant is essential for any call center, but constantly evolving regulations and increased scrutiny from regulators make it a daunting task. At TCN, we understand call centers’ challenges and strive to provide solutions to help them navigate compliance effortlessly.

In this blog, we’ll explore common compliance pitfalls and how TCN’s contact center solutions can help your contact center overcome them.

Common call center compliance pitfalls

Pitfall #1: Failing to fully understand regulations

Avoiding call center compliance pitfalls starts with understanding the complex legal landscape. A web of regulations like the Telephone Consumer Protection Act (TCPA) governing telemarketing, the Fair Debt Collection Practices Act (FDCPA) regulating debt collection and General Data Protection Regulations (GDPR) overseeing data privacy can lead to unintentional missteps by agents. 

But complexity doesn’t excuse mistakes. Contact centers are held to strict compliance standards. They must stay up-to-date on all regulations and any changes that occur. These laws apply to both domestic and international calls as long as the recipient is in the United States.

How to avoid it: Understanding compliance regulations shouldn’t be a stressor. TCN offers a multitude of resources that simplify complex regulations for contact centers.

TCN’s Learning Center, easily accessible within TCN’s platform, Operator, is also filled with tools and learning materials to help agents understand regulations. 

Pitfall #2: Overlooking the importance of data security

Data security is a critical aspect of call center compliance, especially with the increasing prevalence of data breaches and cyber threats. Plus, under GDPR, it’s the law for contact centers to handle customer data securely to prevent unauthorized access and breaches.

Being transparent about data usage and honoring individual’s rights concerning their data are just a few of the measures required under these regulations.

How to avoid it: TCN implements robust data security measures including encryption protocols and secure data storage to ensure customer data is protected against unauthorized access. Contact centers can trust TCN’s platform to adhere to best practices in data protection.

Obtaining proper consent before making calls or sending messages is essential for compliance under regulations such as the TCPA. Failure to obtain consent or insufficient consent processes can lead to costly fines and legal repercussions.

However, keeping up with consent may not be so simple. For instance, a person may join the National Do Not Call Registry and then later change phone numbers. If your contact center is not regularly scrubbing its contact lists against this ever-changing registry, you could easily fall into the common call center compliance pitfall of contacting someone without consent. 

How to avoid it: TCN provides tools for managing consent and preferences, making it simple for call centers to obtain and track consent from customers. With TCN’s Reassigned Numbers Database, it is easy to keep track of members of the National Do Not Call Registry. But that’s just the beginning–check out TCN’s Complete Guide to TCPA Compliance for a more complete breakdown.

Pitfall #4: Lacking call flagging and monitoring features

Compliance complexities can easily slip through the cracks in a call center with limited software support. Effective call monitoring, flagging and reporting are essential for identifying compliance issues and addressing them promptly. When your platform doesn’t have proper monitoring and reporting mechanisms in place, contact centers may struggle to detect violations or track performance metrics accurately.

How to avoid it: TCN’s platform offers robust call monitoring and reporting capabilities, enabling real-time call transcriptions, recordings and comprehensive report generation. 

Its call-flagging features help contact centers identify compliance issues and address them promptly. Additionally, Call Recording Storage helps contact centers keep a record of all their efforts to stay compliant and provides concrete training opportunities. This act of recording, storing and flagging calls serves as a protective layer against compliance risk.

Pitfall #5: Utilizing complicated compliance management strategies

Many contact centers rely on disparate systems and solutions for compliance management, leading to inefficiencies and potential compliance gaps. Without seamless integration between compliance solutions and call center operations, call centers may struggle to maintain compliance effectively.

How to avoid it: TCN provides a unified platform that centralizes compliance efforts and empowers greater efficiency. TCN’s Natural Language Compliance solution empowers contact centers to write, audit and automate simplified compliance rules in their own words even as laws change. This user-friendly tool is fully integrated within TCN’s platform and ensures your contact center will always be audit-ready effortlessly.

Avoid call center compliance pitfalls with TCN

Navigating call center compliance requires proactive measures and careful attention to detail. TCN’s suite of compliance solutions and expertise empower call centers to address common pitfalls and ensure a seamless, compliant customer experience.

With TCN by your side, compliance becomes a manageable aspect of call center operations, allowing you to focus on delivering exceptional customer service. Check out our Ultimate Guide to TCPA Compliance to learn more about how TCN can help your contact center avoid call center compliance pitfalls.

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