Staying Compliant With Evolving Industry Standards

We talk about compliance repeatedly, and by now, you should know just how important it is to adhere to compliance regulations, especially in the contact center realm. Contact centers face some of the strictest compliance regulations, and what makes it even more difficult is that it’s not a static checkbox but a continuous process. The industry demands that organizations actively evolve and stay compliant to mitigate risk and ensure business consistency, so we want to help you stay compliant.

Keep reading to learn how you and your business can stay compliant even as industry standards change.

The reality of an evolving compliance checklist

The reason staying compliant presents as such a challenge is that technology is continually changing. This leads to changes in consumer protection laws, global standards like the General Data Protection Regulation (GDPR) and state-specific rules. And as frustrating as it is to continue to stay up to date with a constantly moving target, there are consequences to falling behind, including fines, class-action lawsuits and even reputational damage to your company.

Here are the top 10 call center compliance regulations, primarily in the US and Canada, that most contact centers need to be aware of. However, it’s important to note that your specific state, country or organization may have additional regulations and best practices that require your awareness.

1. Health Insurance Portability and Accountability Act (HIPAA)
2. Telephone Consumer Protection Act (TCPA)
3. Payment Card Industry Data Security Standard (PCI DSS)
4. Telemarketing Sales Rule (TSR)
5. Do Not Call (DNC) Registry
6. Fair Debt Collection Practices Act (FDCPA)
7. Call recording and monitoring consent
8. Dodd-Frank Act
9. Equal Credit Opportunity Act (ECOA)
10. Truth in Lending Act (TILA)

TCN solutions to help you stay compliant

Thankfully, TCN can be your trusted partner as you continue to evolve with compliance standards. You won’t have to worry about the high stakes that a breach of compliance can cause when TCN has solutions like automation and real-time protection. Our modern platform takes the manual burden off agents by allowing them to automate easy-to-read rules to improve contact center campaigns.

TCN’s Natural Language Compliance is built right into Operator and uses intelligent algorithms to help you build compliance and organizational rules naturally. Just type a rule, and the compliance engine will take care of the rest. This provides a revolutionary way to view and augment data in real time, pair compliance rules with existing projects or contacts and better manage consumer consent.

These TCN solutions help you feel confident evolving in the compliance landscape, knowing that your business’s reputation will stay positive and intact. 

Strategies for an evolving compliance culture

In addition to helpful platform solutions, there are several compliance strategies available that go beyond your technology. These operational steps, implemented on the human side of your contact center, are crucial for fostering a truly compliant culture.

Here are three key strategies to implement beyond your platform and tools:

• Implement a robust compliance program: Do this by maintaining detailed audit trails, call recordings and clear policy manuals. This can be essential for demonstrating due diligence if regulatory action occurs.
• Prioritize ongoing agent training: Agent training should be continuous education on compliance tools, risks and updates, not just annual training. Remember, compliance is only as strong as your weakest link.
• Proactively prepare for regulatory changes: Develop a plan to respond to new regulations before they take effect. This preparation ensures a smooth transition and helps your business avoid unnecessary compliance challenges.

Compliance moving forward

Successful contact centers embed compliance into their operations, enabling them to evolve consistently and stay compliant. Going forward, you should review your current technology and compliance processes to see what could be improved. 

If you want more information on how TCN can help you with compliance and evolving your business, take a look at our compliance center or request a demo to get in contact with TCN’s support team.