5 Tips for Call Centre Compliance

FSA fines for non-compliance have trebled in the last year. Here are my 5 top tips for ensuring your call centre ensures best endevaours for total compliance:

1. Call Recording

A necessity these days for FSA regulated call centres, voice recording of all calls handled by your call centre is not new. But the solutions available today make it difficult in deciding which supplier to use. Go with the large players and you may find the bill expensive and the systems cumbersome. Choose a smaller supplier and you may not get the support you need. My advice is that when shopping for a call recording solution ask your potential  supplier the following questions:

  • Is it a scalable solution?
  • Is it easy to use and fast to search and retrieve recordings?
  • Does it offer a resilience option should your call centre be evacuated to a recovery site for any reason?
  • Does it offer dual channel recording to isolate speaking parties?
  • Does it include a satisfactory level of encryption?
  • Are you getting the best value for money?

2. Call Scripting

Creation and management of your call scripts are vital to ensure that your call agents are aware of the legal necessity to make customers aware of certain information before they make a purchase.  Choose a scripting package that has the ability to raise flags at certain points to help the agent be reminded of what to say and when. Also choose a scripting package that can be easily amended at any time for all agents.

3. PCI Compliance

New PCI compliance rules mean that organisations cannot retain customer credit and debit card details whcih can then be accessed by a third party. Encryption is not enough to fulfill this requirement. There are three ways that I would strongly recommend you consider in achieving PCI compliance:

  • Obviscate the conversation. This means that when call recording, the conversation relating to taking credit card details is obscured with unintelligable sounds that can not be diciphered by any listener.
  • Use monotone dtmf tone. Allow the customer to enter their credit card details using their phone keypad and ensure that all that can be heard are monotone tones for each number.
  • Finally consider new technology which enables the voice recording to stop as soon as the call agent clicks on the field to start inputing the credit card details on their computer screen and whcih turns the recording back on when all the financial details have been entered.

4. Live Call Analysing

The ultimate way to ensure that every call is 100% compliant is to be able to analyse every call handled by every agent as it is happening, and actively prompt the agent to say the required phrases before they put the phone down. This may seem like a far-fetched ideal but actually live call analysis is available today.

5. Business Continuity

Finally don’t forget that compliance regulations are still enforcable even if your business operations are disrupted. Therefore have you considered whether or not your incoming calls can still get through or if voice recording continues if your agents are forced to work from home, from a recovery site or on their mobile phones? Also if during peak times you allow overflow agents to work from home, do they provide a seamless service to your customers? Can they be monitored? And what contingency do you have if your outsourced call centre lets you down or suffers a disruption?

I hope you find these tips useful, if you did feel free to pass them on…

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