{"id":1798,"date":"2015-09-18T08:59:00","date_gmt":"2015-09-18T08:59:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-09-18T08:59:00","modified_gmt":"2015-09-18T08:59:00","slug":"at-home-or-outsourced-contact-centers-need-to-monitor-their-actions","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/at-home-or-outsourced-contact-centers-need-to-monitor-their-actions\/","title":{"rendered":"Whether In-House or Outsourced, Contact Centers Need to Monitor Their Actions"},"content":{"rendered":"

September 18, 2015<\/p>\n

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In addition to the myriad rules and regulations governing call centers today, there are few issues more vexing than \u201ccompliance.\u2019 What is it, and how does one achieve it? It\u2019s certainly a murky area.<\/p>\n

That may be one reason why longtime industry insider and compliance expert Mike McAlpen recently wrote a blog post<\/a> on this very issue.<\/p>\n

\u201cThe good news is that many of these compliance pitfalls can be addressed fairly easily, without a lot of additional resources,\u201d McAlpen wrote. \u201cI always tell people that before they assume they\u2019re in the clear, they should invest in at least a brief consultation with a local attorney who specializes in security and compliance.\u201d<\/p>\n

That\u2019s sound advice for any company that has even the slightest concern about whether it is in full compliance with local and federal regulations. But McAlpen goes a step further and lists some important questions all call center managers should ask themselves. Namely:<\/p>\n

Do you record<\/em> your calls, and collect credit information?<\/strong> If you do, be careful. \u201cYou need to be aware that it violates PCI (News<\/a> \u2013 Alert<\/a>)-DSS standards\u2014the Holy Grail of credit-card processing security\u2014to store the secret CVV2 number (the three- or four-digit number often listed on the back of the card)\u2014at any time, in any way, no matter what level of encryption or encapsulation is used,\u201d McAlpen notes. If your company regularly records the entire call, you\u2019re probably storing this information in your recordings. That will put you out of compliance and could lead to problems down the road.<\/p>\n

Do you store<\/em> Credit information for repeat customers?<\/strong> Once again, leading PCI-DSS consultants often say that \u201cnothing should stick\u201d within your systems\u2014meaning that credit card information and other sensitive data should not be stored.<\/p>\n

Do you record your \u2019agents'\"<\/span> calls<\/strong>? Most companies announce (or should announce) that incoming calls are recorded. Outgoing calls? Not so much, even though most states require that the recipients of those calls also be notified. If you\u2019re not doing so, McAlpen suggests, you might well be in violation of compliance regulations. Look into it, and make the necessary adjustments.<\/p>\n

Call monitoring might be an issue:<\/strong> \u201cSome contact center software allows supervisors to listen in on conversations. The \u2018whisper\u2019 option lets managers speak to the agent\u2014so the caller can\u2019t hear the supervisor\u2014to provide guidance on how to handle the call. \u2018Barge\u2019 allows supervisors to listen and join the call if they feel it\u2019s necessary,\u201d McAlpen says. But again, in some jurisdictions, these options are subject to regulation. Be sure you\u2019re not inadvertently violating the law when a supervisor logs in.<\/p>\n

McAlpen concludes that these are \u201cfairly easy, low-cost, or no-cost suggestions that any contact center manager can easily implement. \u201dThey put you in a much better position to comply with regulations and can help your company avoid problems.\u201d But failing to do so is what can get you into trouble. Isn\u2019t it worth taking a few minutes to brush up on the law and see how and where it applies? Better to do it now on your own than later with lawyers involved.<\/p>","protected":false},"excerpt":{"rendered":"

September 18, 2015 In addition to all the myriad rules and regulations about call centers today, there are few issues more vexing than “compliance.’ What is it, and how does one achieve it? It’s a murky area for sure. That may be one reason why longtime industry insider and compliance expert Mike McAlpen recently penned […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1798","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1798","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/comments?post=1798"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1798\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media?parent=1798"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1798"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1798"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}