Contact centers place extraordinary trust in their Workforce Optimization solution to protect against legal and financial risk.
If your business interacts directly with consumers and your contact center collects customers’ sensitive financial or payment information, you're required to navigate an alphabet soup of consumer protection regulations. That’s no great revelation, nor is it a surprise to you that maintaining compliance isn’t easy.
Organizations operating in the European Union must adhere to hundreds of pages of GDPR (General Data Protection Regulation) compliance requirements that prevent unauthorized access and use of personal information. PCI DSS (Payment Card Industry Data Security Standard) compliance requirements apply to credit card transactions worldwide. They are no less arduous when it comes to limiting and monitoring access to cardholder data.
Additionally, there’s HIPAA for healthcare organizations, FCA-CDC (Financial Conduct Authority) - a new set of consumer privacy and protection regulations covering the UK’s financial services industry set to kick off in June 2023 - CCPA (California Consumer Privacy Act), MiFID II and more.
All of these regulatory compliance frameworks reach across organizations, touching departments from IT and Operations to Marketing and Sales. The contact center lies at the epicenter of an organization’s efforts to comply with these regulations and – equally important – any efforts to prove the organization’s compliance to auditors and regulators on an ongoing basis.
For their part, contact center agents are front-and-center with consumers during every interaction involving protected information. They should certainly be trained on the rules surrounding that information, and it’s important that contact center leadership monitor their awareness of regulatory requirements and their diligence in conforming to them.
That said, no contact center’s compliance program should rely on an agent’s conscientiousness; human error is inevitable, leading to compliance gaps that expose your organization to significant legal and financial risk. Instead, your compliance program needs to be built on a technology framework – compliance-specific tools integrated into your WFO software.
The stakes are high. The cost of not complying with GDPR, for example, can reach up to 20 Million Euros or 4% of annual global revenues, whichever is greater. In the case of PCI DSS non-compliance, payment processors may fine organizations anywhere from $5,000-$100,000 per month, depending on factors such as the organization's size and the seriousness of the security breach.
It can be a daunting challenge for organizations to keep pace with all of their compliance responsibilities, and it's not going to get any easier. The regulatory environment, in general, and in each industry, moves in one direction – always toward more regulation. The demand on resources – both financial and human - associated with staying compliant can overwhelm contact centers, particularly smaller ones, unless their call center technology can automate many of those tasks. Thankfully, the right workforce optimization solution will do just that.
Compliance is one of those necessary evils for contact centers. Given the stakes, it has to be a top priority for your organization and your WFO provider. Though protecting your organization from the legal and financial risks of running afoul of regulations can seem overwhelming, it doesn’t have to be – not if you’re leveraging the right technology and automating your compliance efforts.
There's no viable alternative to a robust, automated system for tracking, recording, and assuring compliance; it’s a must-have for today’s contact centers in this highly regulated environment. Without adequate tools, your people and your operation will simply be overwhelmed, and even your best efforts will leave gaps, opening your organization to unacceptable risk.
Elevēo was formed to provide easy to use, results oriented software & expertise for customers who don’t want features that they do not need clogging up their workflow.
Our products do only what you need to get results, are built using modern frameworks and cloud native technologies and are priced based on how much you use them. Elevēo products are birthed from ZOOM International with its rich WFO history and award-winning products, services and reputation for service.
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