Contact centers are under increasing pressure to uphold compliance regulations. With the customers' Quality of Service and Service Level Agreements on top of governmental regulations, businesses can find it challenging to maintain compliance in every single required domain of operations. Some might even ask — how bad would it be to oversee some of the regulations and take the risk.
Connect First Blog Posts
Your kids know the drill when it comes to staying up past their bedtime: They need to be seen but not heard. The moment they start making a racket, it’s off to bed. But if they play silently in the background, they may be able to buy an extra half an hour of or so of playtime.
A few years ago the outbound dialing market was written off as “dead.” The Do Not Call (DNC) Registry of 2004 in the US, and similar regulations and requirements in other parts of the world, seemed intent on preventing companies from using outbound dialing solutions to reach their customers. While this interpretation was justified, it wasn’t the true goal of these regulations.
Time is Running Out
The Payment Card Industry Data Security Standard (PCI DSS) is a set of criteria established by major credit card companies for the purpose of protecting cardholder information. While contact center PCI compliance is not mandatory by law, businesses that are not in compliance risk fines and even the loss of their merchant accounts should a data breach occur.
Do you run and hide every time an associate suggests migrating your customer service platform to the cloud? If so, you’re not alone. In fact, 30 percent of companies report that security is the biggest pain point and roadblock to cloud adoption (411 Research). Many executives are still under the impression that it’s safer to use legacy systems for customer service than to employ the services of a remote cloud provider.
Your company’s contact center sends and receives thousands of transactions every day. But how safe is the payment information in your system? If your business’s call center solutions are not yet in compliance with the Payment Card Industry Security Standards Council (PCI SSC), it’s time to rethink your security policy—especially now that data breaches and identity theft is on the rise.
How Connect First can help
Right now executives everywhere are looking for lessons to glean from the recent Target data heist, where hackers stole the personal information of about 70 million people. One of the worst parts about this security disaster is that the company failed to protect consumer information within its network.
Major changes to the "Telephone Consumer Protection Act" (TCPA) become effective October 16 of this year. Over the next few weeks I'll go into greater depth about issues that are complicated and confusing, and I'll explain some of the efforts of trade organizations and lobbying groups to bring clarity to the questions raised. For this initial post, I want to discuss what will likely cause the most significant changes to how telemarketers do business.