Your data management tools and practices can either protect your organization or put it at risk. They also determine if your data sits idle in a black box or serves as a source of business insights.
Customer-facing organizations in virtually every industry in practically every country – that interact with consumers in the exchange of goods or services - have become data collectors amassing vast volumes of customer-related information (or, in the case of the healthcare industry, patient-related information). Depending on the nature of the data, organizations are generally required to store customer/patient interaction data anywhere from 2-7 years.
Some of that data might be financial or health-related. Some might be credit card information, a phone number or some other standard identifier (e.g., address, birth date, social security number). If the data is considered private, it’s protected by an alphabet soup of regulations that call centers must comply with or risk substantial financial penalties and/or legal jeopardy.
HIPAA, PCI DSS, MiFID, GDPR, FCA CDC, SOC, and FedRAMP are some of the most prominent regulatory frameworks developed to protect vulnerable customer classes from predatory practices and prevent private information from being somehow misused or made public. Penalties for non-compliance can run into tens of thousands of dollars per incident, so it’s certainly in the interest of organizations and their contact centers to develop data protection and media management protocols that adhere to applicable regulatory requirements for recording calls and screens and securing data. It’s equally important for an organization seeking to prove its adherence during an audit.
Because call centers are typically at the front line of customer-related data collection, the challenge of adequately protecting and managing data has risen to the top of every manager’s list of priorities. The goalposts are constantly moving, so staying up to date - and ensuring compliance with - all applicable requirements is no easy task. You can’t rely on agents and call center supervisors to do the job alone; there’s too much data and room for human error, and the risks are too high. Without technology and automation, call centers will be overwhelmed by the sheer volume of information that must be collected, managed, stored, and safeguarded.
Your Workforce Optimization (WFO) software provider isn’t legally responsible for your organization’s compliance, but they need to be a trusted partner, ensuring your organization has access to necessary compliance-related data protection and management tools. If you’re evaluating various WFO providers on their ability to help you steer clear of compliance-related issues these tools should be considered ‘table stakes’.
There are also important branding and customer loyalty ramifications to data protection and management. Data protection is a hidden competitive differentiator for organizations because consumer trust is the coin of the realm in today's business environment. Losing that trust could mean losing business.
Moreover, the data your call center amasses is an asset if managed correctly. It represents a treasure trove of insights into your customers, their habits, and their attitude toward your organization. Robust call center data management can translate into better customer service, higher customer satisfaction, and more productive and efficient business processes.
Given its importance from both a compliance and business perspective, what are some best practices for managing and protecting your data?
Establishing a robust data protection and management strategy takes a lot of work, due diligence, and expertise. It’s not easy, but it’s necessary. As mentioned previously, your WFO software provider should not only be able to provide the tools necessary to help you establish that strategy, but they should also be equipped to guide you as you put that strategy into practice.
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.
We believe that Workforce Management can and should be an intuitive and easy process that contributes to employee engagement while supporting an exemplary customer experience.
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