7 Important Call Center Skills Every Agent Should Have
Call center representatives must go above and beyond customer expectations to ensure satisfaction. Learn what call center skills are crucial for a gre...
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The Team at CallMiner
August 11, 2020
Calculating risk and the potential reward is a normal part of doing business. When it comes to managing a contact center, the one time you should never take a risk is in regards to regulatory compliance. Failure to comply with industry and call center regulations only results in extensive fines and litigation. Just recently, Infocision, a telemarketing service that has represented American Heart Association and March of Dimes, was recently fined $250,000 by the Federal Trade Commission.
Depending on the contact center’s industry, they can find themselves lost in numerous compliance and regulatory mandates. Here is a look at eleven compliance acts that contact centers should be aware of.
Since there are so many rules and regulations for contact centers to abide by, it is crucial they have an established system to track, record, and assure compliance over time. A commonly used solution is speech analytics software. Speech analytics improves compliance by automatically listening to every call, transcribing it into searchable data, and automatically scoring calls.
To assure agents are adhering to scripts, call centers can utilize speech analytics to listen for required wording or common missteps. Failure to utilize required wording should send a notification to management and be reflected negatively in their automatic scorecard. In addition, speech analytics software like CallMiner includes redaction software that can remove sensitive information like credit card information so you can store the conversation and remain in compliance with multiple regulations outlined above. It is more important than ever to make sure your contact center is compliant and up to date on regulations.
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.