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
There is perhaps no greater priority in customer service today than adequately protecting cardholder information as it flows in and out of the contact center.
The U.S. Department of Health and Human Services Office for Civil Rights is about to release several key updates to the Health Insurance Portability and Accountability Act (HIPAA) of 1996.
As a provider of healthcare services, protecting your patients’ private information in your contact center is one of the most important responsibilities that you have. When customers submit personal information to your organization, like names, social security numbers and contact information, they do so trusting that you’ll enforce every possible safeguard to prevent the data from falling into the hands of unauthorized third parties.
Listen up: Your contact center called and it caught New Year’s resolution fever. For the past few weeks, it’s been hearing all of your employees talk about ways that they can improve themselves in 2015. Now, it wants to get in on the action.
Right now, contact center managers across the U.S. are wondering whether any critical changes will affect the contact center industry in 2015. Recently, Connect First decided to take the bull by its horns and address this question head-on during a webinar presentation titled “The Future of the Contact Center: 2015 Trends and Innovations.”
Your contact center stores a great deal of data in its customer relationship management (CRM) system: names, contact information and financial records. CRMs also store corporate email addresses, sales projections, and advanced call center metrics related to the customer experience.
Recently, a major financial institution, Capital One, made headlines when it was caught placing debt collection calls to about 21 million cell phones without first obtaining necessary consent. Now, the company has agreed to a settlement of $75.5 million for violating the Telephone Consumer Protection Act (TCPA) of 1991. This more than doubles the previous TCPA settlement record of $32 million from Bank of America last year.
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.
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.