<p>Executive leaders should treat compliance as an integral part of organizational strategic planning rather than the cost of doing business.</p>
<p>Organizations can face major penalties if they don’t comply with laws and regulations that protect customer data, like GDPR and HIPAA. Additionally, customers can lose confidence in an organization if their personal information is not protected properly.</p>
<p>A significant number of <a href=”https://www.techtarget.com/searchcustomerexperience/tip/How-to-improve-the-contact-center-experience-for-customers”>customer interactions occur in the contact center</a>. Therefore, contact center leaders need to comply with regulatory requirements and smart business practices to protect customers’ rights. A combination of following legislative rules and thoughtful internal practices — such as call monitoring — can protect sensitive customer data while improving the customer experience.</p>
<p>Establishing and following a contact center compliance checklist provides a strong foundation of good practices that lead to successful compliance.</p>
<section class=”section main-article-chapter” data-menu-title=”What is contact center compliance and why is it important?”>
<h2 class=”section-title”><i class=”icon” data-icon=”1″></i>What is contact center compliance and why is it important?</h2>
<p>Contact center compliance is critical. A failure, such as a data breach, can have significant negative effects on a customer’s life and devastate an organization’s brand image and reputation. Customers don’t want to buy services from organizations that can’t protect their personal information from bad actors. And, if there’s a security incident, organizations don’t want to pay fines and penalties to regulatory agencies.</p>
<p>Compliance requires participation from every individual in an organization. Contact center managers shouldn’t assume that documented processes always work or that agents always follow proper procedures. <a href=”https://www.techtarget.com/searchcustomerexperience/tip/Best-practices-for-call-center-monitoring”>Ongoing monitoring and reporting must be in place</a> to ensure things are working properly. Additionally, all employees must keep their eyes and ears open. Controls must be in place, and if something does not seem right, they must raise the issue with the appropriate individual.</p>
<p>Before the COVID-19 pandemic, most contact centers were on-premises, which, in many ways, made compliance easier to implement and monitor. For example, employees had to swipe their key cards to enter the contact center. Compliance became more of a challenge when contact centers began to operate remotely, so checklists can help contact center managers follow proper guidelines.</p>
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<section class=”section main-article-chapter” data-menu-title=”Contact center compliance checklist”>
<h2 class=”section-title”><i class=”icon” data-icon=”1″></i>Contact center compliance checklist</h2>
<p>Organizations can’t achieve compliance with a single tool or process. Compliance requires a multifaceted approach that integrates technology, processes and procedures.</p>
<p>The following contact center compliance checklist can serve as a starting point for contact center managers as they seek to comply with internal and external requirements.</p>
<h3>1. Secure the network</h3>
<p>Organizations should use network <a href=”https://www.techtarget.com/searchsecurity/definition/access-control”>access control</a> to limit who can physically and logically access system hardware and software. Physical security protects the physical components of a network, such as devices, modems or routers, from physical harm. Logical security uses passwords and system permissions to protect a network’s software and data from unauthorized individuals.</p>
<h3>2. Lock down workstations</h3>
<p>For remote workers, organizations must ensure workstation equipment adheres to pre-defined specifications or that the organization provides the proper tools.</p>
<p>Physical workstation audits enable an organization to inspect both on-site and remote employees’ work environments and ensure they support basic controls and meet compliance requirements. As physical visits to employees’ remote workstations aren’t always feasible, supervisors can use video conferencing to perform high-level audits. Beware: A video conferencing audit is limited in its scope and timing.</p>
<h3>3. Authenticate customers</h3>
<p>Customer authentication is a process where individuals prove they are who they claim to be. In some cases, single-factor authentication, where customers provide a single piece of
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