Call Center compliance essentials for agents

Over the last few years, the rules and regulations that call centers must comply with have expanded dramatically. Contact center compliance is a minefield for managers and agents. If you work in a call center, you were probably given extensive training on the rules and regulations for call center agents, but here's a quick refresher.

Call Center compliance dos and don'ts

Many of the rules around call center PCI compliance focus on call recording and how data is stored. There are some things that your contact center's system will take care of automatically, such as informing the caller that their call may be recorded or monitored and giving the user a chance to opt-out of recordings. There are other areas where you need to be proactive, though.

1. Always log-in to your systems with your own ID

The PCI-DSS requires contact centers to ensure all agents are logged in to the contact center's systems with a unique ID. This is to ensure it's clear who was involved with a call in the event of any complaints or legal issues. Always make sure you log in to your phones and CRM systems with your own ID at the start of the working day. If you switch machines, log out of the old one and log in to your new machine. Don't share your ID with anyone. If you do, you could be blamed for their mistakes.

2. Choose your words carefully when pursuing unpaid bills

Contact center agents aren't allowed to threaten customers or use pressure tactics. You may have targets to meet, and it can be tempting to be pushy or assertive when you're trying to get those last few closures or tick off some unpaid accounts to meet your targets. Resist the urge to do this. Remember your training and speak calmly and clearly. Use neutral language, and try to work with the customer to reach an agreement.

3. Never share customer information with a third party

The HIPAA requires contact centers to never share customer health information with third parties, and there are other regulations with similar requirements for other industries. As a rule of thumb, safeguard all customer information. If someone can't prove who they are, don't share information with them. Seek advice from your manager if you have any concerns.

4. Don't skip your training

Your employer most likely offers annual training in HIPAA, PCI-DSS, TCPA and other organization's regulations. This may not sound like the most exciting stuff, but it's important to attend those sessions. The rules are complex, change regularly and can be hard to remember. Regular refresher sessions help you avoid common mistakes and pitfalls, keep your customer's data safe and protect yourself from issues if anyone complains.

The importance of accurate records

One of the most important things for call center regulatory compliance is keeping accurate records. Be sure to log everything that was said in the call and all actions you took on the customer's account in the CRM system. This is important even if your contact center's business communications system includes recording as standard. If you'd like to know more about how you can ensure you're working in compliance with current regulations, check out our training and courses today.