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For many companies, quality and compliance are two items they need to check off on their list of requirements. For contact centers; however, the day-to-day tasks of monitoring processes, staying competitive in the market, and coaching and training employees often take precedence over meeting regulatory compliance. As regulations become more important, contact centers need to step up their efforts to meet compliance requirements. Implementing quality assurance processes has several benefits in the contact center.
Quality control: Managers can review all interactions between agents and customers to identify areas of improvement, collect insights to develop training and execute corrective actions.
Performance review: Companies and employees identify how they’re executing daily functions to adapt to business standards and understand where to take action and provide guidance.
Sales training: Companies can identify customer and market trends so that sales teams can adapt to new requirements and new employees gain knowledge from experienced agents and previous interactions.
Build a Foundation for Compliance
To properly focus on compliance in the contact center, you need to consider the multiple communication channels you use — and the thousands of customer interactions you manage each day. Within these interactions, agents and customers exchange information that could end up in disputes, claims or legal actions. Interaction recording can ease this burden.
Interaction recording is a pillar for quality assurance and compliance; it supports the daily tasks of supervisors and managers while driving customer trends and sales opportunities. It also enables you to identify and assist the monitoring process — and provides insights for coaching and training improvements.
The technology not only enables you to record conversations between agents and clients for auditing proposes, it also lets you extrapolate data from those recordings to every channel and adapt to different policies, if necessary.
Interaction recording offers capabilities like voice and screen recording, secure pause recording, protection for deleting, policy-based recording, and role-based privileges and security. Modern interaction recording tools support and enhance the quality of work for managers, allowing them to configure the criteria for different interactions to determine what to record, retain, archive, eliminate and assign for evaluation or calibration.
Selective and manual pause recording means that client data is protected, enabling contact centers to comply with GDPR (General Data Protection Regulation), TCPA (telephone consumer protection act), HIPPA (Health Insurance Portability and Accountability Act) and other regulations.
Interaction recording enhances a company’s ability to continuously monitor interactions by tracking every conversation. This means companies can ensure that the right compliance procedures are in place and apply best practices and compliance standards on all channels.
Quality assurance and compliance aren’t just two tasks you need to check off your quarterly or yearly basis to-do lists. They’re ongoing commitments that meet customer needs while ensuring safety and data security. Taking a holistic approach to quality assurance and compliance in your contact center ensures you meet regulatory requirements and, ultimately, improve business outcomes.
To learn more Genesys compliance and security efforts with artificial intelligence (A) technologies, view the on-demand webinar “All your contact center AI security questions answered.”
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