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Risk & Compliance Solutions

by Business Value

Agent contacts have critical call center compliance requirements. Poor performance can represent significant risk to the organization; whether within on-premise call centers or through third party service organizations (outsourcers). Call center compliance solutions not only ensure regulatory compliance but also reduce the risk of fines. With CallMiner Eureka you can automatically analyze every interaction to

  • Protect privacy and monitor privacy compliance policies
  • Review for explicit compliance language, such as FDCPA/CFPB and FCA requirements for credit discussions
  • Monitor 100% of protected class discussions
  • Forensically discover fraud and abuse risk and research events

Read insideARM’s article

CBE Group Optimizes Use of Speech Analytics

Learn how CallMiner helps leaders in the collections industry increase performance and compliance with speech analytics solutions.

Compliance Monitoring

Call center compliance monitoring is particularly valuable for collections contact centers and in Accounts Receivable Management where litigation due to non-compliance is on the rise. There were over 11,000 FDCPA lawsuits filed by consumers in 2011 according to WebRecon.

Manual sampling of calls or contacts provides little to no prevention of non-compliance behavior or protection against litigation. The focus on consumer protection is on the rise with the introduction of the Consumer Financial Protection Bureau (CFPB).

Risk Management Solutions

CallMiner has standard solutions that monitor every call for the following:

  • Mini Miranda language
  • Right Party Contact language
  • FDCPA violations
  • Abusive language from either party
  • Other risky language

Every call is scored to identify relative risk level associated with any aspect of compliance based on content of the conversation. This allows for narrowing corrective action efforts and investigation where they are needed most. Call analysis occurs near real-time and tagging or indexing of violations within contacts allows for immediate navigation to the occurrence of the violation.

The result is lower cost and effort in monitoring, faster response times, and ultimately reduction/elimination of fines or lawsuits for non-compliance with CFPB regulations and the FDCPA.