Call Center Compliance Monitoring

Call Center Compliance Monitoring

Call center compliance monitoring is essential to any call center organization, protecting your business from legal and financial risks. Eleveo is built to optimize your workforce and provide robust call center compliance monitoring solutions. Continue reading to learn how Eleveo’s call center compliance monitoring can help protect you and your business from troublesome risks, penalties and fines.

 

Compliance Monitoring Success

Call center compliance monitoring provides meaningful and actionable recommendations that ensure you’re meeting business requirements and customers’ expectations. An effective compliance monitoring regime should be data-driven and offer measurable metrics that lower operational costs, maximize efficiency and ultimately drive your business forward.

 

Optimized Workforce

Eleveo is a leading workforce optimization software provider and an expert in call center compliance monitoring. Our WFO tool is integrated with EPIC Healthcare Systems. In fact, ours is the only WFO software in the Epic App Orchard. Eleveo monitors and reports agent performance to ensure compliance regulations are met.

 

Elevate Customer Encounters

Using Eleveo’s call center compliance monitoring, your business can reduce average handling time, improve first call resolutions and measure and monitor a wide range of CSAT metrics. Eleveo provides actionable and robust analytics that provide real-time access and transparency which can inform and improve your business decisions.

 

Critical Compliance

Eleveo enables organizations to remain GDPR, CCPA and PCI DSS compliant. By utilizing Eleveo, unlock critical areas of improvement and identify compliance service gaps. You can also view program monitoring compliance across phone, email, chat and video channels.

 

Implement Call Center Compliance Monitoring

Implementing call center compliance monitoring is an important step toward ensuring your customers have high-quality, meaningful interactions with your agents, and your business meets its objectives. Customer/agent interactions reveal powerful insights and provide key insights that managers can use to directly impact your business and target goals. There are three key insights to consider when implementing call center compliance monitoring:

 

Define Business Goals

Define your business targets and goals. It could be a generalized goal, like improving customer interactions, or something more targeted, like reducing cost/call by x%.

 

Determine Your Monitored Channels

Voice, email, chat…which channel is most important to track? With omnichannel monitoring you don’t need to make that choice.

 

Leverage Data to Improve

How will you leverage quality data to influence business decisions and improve performance? Consider customer service and customer experience challenges.

 

How Eleveo’s Call Center Compliance Monitoring Solutions Can Help

Monitoring your call center to ensure compliance can seem complex, expensive and time consuming, but it doesn’t have to be. Eleveo offers an array of call center compliance monitoring benefits to protect your business and provide your customers with high quality customer service. Here are some of the benefits Eleveo provides:

 

Omnichannel Call Center Monitoring

Omnichannel monitoring leverages all customer service channels giving you access to your customer journey and customer experience with your business. Eleveo conveniently offers call, screen, text, chat and video recording, along with live monitoring.

 

Data Management

With features, like Media Lifecycle Management and GDPR, PII, and CCPA compliance tools, you can be confident Eleveo will help you manage and protect your sensitive data from theft and fraud.

 

Auto-Pause and Resume Integrations

APIs, Toolbars & Automated Rules pause and resume recording automatically to protect GDPR, CCPA, PII and PCI information. Desktop APRs sense when particular applications or websites are being accessed during customer information collection and auto-pause audio or screen recording at that point, resuming after the agent has navigated away from the application or website.

 

Comprehensive Audits

Eleveo provides detailed audit logs for every system action with simplified extracts for compliance reviews, feedback, and for identifying areas of improvement. Audits can be utilized to incentivize agents and drive operational improvements.

 

Eleveo’s Call Center Compliance Monitoring Solutions

Eleveo’s call center compliance monitoring solutions offer data management solutions for privacy and regulatory requirements and capture the customer experience. Eleveo delivers regulatory compliance features for PCI DSS, GDPR, CCPA, and others to prevent revenue loss. We also offer extensive features to elevate quality within your contact center. Monitor your call center while protecting your brand and ensuring an exceptional customer experience. Are you ready to safeguard your business with Eleveo’s call center compliance monitoring solutions? Then, try a free demo with us.