Make Your Compliance List, and Check it Twice

By TechZone360 Special Guest
Jeff Stroum, SoundBite Communications
December 20, 2012

It’s that time of year again: the holidays are in full swing, and if you are like me, your life is full of lists: gift buying lists, food shopping lists, stocking stuffer lists and maybe even naughty or nice lists. Most of us spend hours scouring online, in stores, and on mobile devices to find the perfect gifts for family and friends.   Just as list making is part of the holiday gift process, compliance is always on top of the list for contact centers.

In a recent blog post, Tim Segall, SoundBite’s CTO, referenced that, “Compliance knowledge is not a burden, it’s a mandate.” Fortunately for contact center leaders, advanced compliance suites give the gift of compliance year-round, striking the perfect balance between compliance costs, operating efficiency and positive customer interactions. Just as you must shop to provide gifts for your family, the contact center manager must provide a technology with a level of flexibility and control concerning compliance. Not having an advanced compliance suite that can properly report on, define, automate and complete your dialer audit processes is like showing up to the party with no gifts! 

When making their wish lists – for gifts and contact center technology – everyone wants the hottest and newest items. Dialer technology, for example, must be adaptable in the face of the ever-changing regulatory landscape.  Here’s what’s at the top of a contact center leader’s list this holiday season:

Managing consumer opt-in for your mobile strategy.  As companies across many industries identify and contact mobile devices, they must evolve with the regulations. Consumer permission records must be tracked to honor opt-ins (and outs) and maintain TCPA compliance. Garnering opt-ins is critical to increase list penetration and drive contacts on your daily dialer campaigns. 

Keeping up with carrier deactivation. Every day more than 400,000 wireless numbers get temporarily suspended, deactivated, or transferred to another network. If you're not receiving this type of information, you increase the risk of using data that is out-of-date, and as a result, managing your opt-in database becomes near impossible.

Ensuring secure data transmission to the agent interface. While all data requires protection, many industries carry an additional layer of privacy requirements. Healthcare businesses that face HIPAA compliance can take advantage of agent scripting tools that allow for PHI data to be encrypted on the platform and viewable to their agents. Financial organizations can use this same functionality to mask personal and financial data, ensuring proper risk mitigation.

As you work on your compliance list, seek partners with their fingers on the pulse of your industry and engage in dialogue. Ensure they understand your challenges and have a track record of building year-round compliance tools that can evolve with you and the ever-changing regulations. Happy Holidays and stay on the ‘nice’ list for compliance. 

Edited by Brooke Neuman
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