The Role of Compliance Training in Contact Centers: Strategies for Employee Education
There is a long list of regulations that contact centers are responsible for adhering to, such as the General Data Protection Regulation (GDPR), the Do Not Call Registry (DNC) and the Telephone Consumer Protection Act (TCPA). And not only are these ever-changing rules difficult to keep track of, they also pose steep fines and loss of customer trust if they are broken.
Luckily, many contact center software platforms, including TCN, offer software solutions that are designed to take the complicated out of compliance. However, it’s still important to ensure your employees receive regular compliance training, especially because they play such a key role in ensuring ethical communication.
Call center compliance training
First and foremost, it’s important to ensure your agents know exactly what regulations they are subject to right from the get-go, including how closely they are being monitored and the consequences of non-compliance.
This includes ensuring agents are aware of industry-specific regulations, ensuring trainings are accessible for all agents and that agents’ knowledge is assessed once training is complete.
Contact center compliance training strategies
Compliance training shouldn’t stop after onboarding – in fact, agents should be regularly updated on any changes in rules and receive specific feedback based on recent events. In addition, these effective contact center compliance training strategies can help you create and maintain a team full of compliance-educated agents:
Don’t forget about data security
A key component of maintaining contact center compliance is ensuring that all sensitive customer information is handled privately and safely. This includes following proper data storage protocol and always thinking ahead when it comes to potential privacy threats.
TCN’s List Management Services is a great resource to utilize and educate your agents on how to process, prepare and automate your data in a compliance-friendly way.
Regularly utilize quality assurance
The best way to approach compliance is proactively. By continually monitoring what is happening within your operations and keeping a library of your customer interactions, not only do you ensure you’re audit-ready, but you also give yourself a multitude of resources you can use to further train your agents.
For example, TCN’s Call Recording Storage helps you preserve your customer interactions to give you an extra layer of protection and gives your agents concrete examples of compliant interactions.
Create compliance scorecards
Utilizing custom compliance scorecards is a great way to clue your agents into exactly what expectations they should strive to meet. They can also be helpful when it comes to preventing accidental noncompliance because agents will have a concrete resource they can turn to and review regularly.
Simplify compliance training with TCN
Finally, it’s vital to supplement all of your compliance training efforts with the right contact center software platform. This will not only help you stay compliant, but also ensure that your processes run as smoothly and simply as possible.
TCN’s complete compliance suite includes solutions that help you with everything compliance-related, from list scrubbing to simplifying complex compliance rules and more.
Ultimately, TCN is an expert at ensuring you stay compliant and educated, whether you’re looking for free, regularly-updated compliance guides or state-of-the-art solutions.