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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:
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.