When it comes to running any company, you may find yourself utilizing a call center to handle a portion of your business. This is because call center software allows you to engage with your customers more directly than other modes of communication. Simultaneously, modern call center software also allows you to use an omnichannel approach to engaging with consumers, using email, SMS, phone, video, and even social media-based messengers, which can make your direct and indirect sales calls much more effective.
While call center platforms certainly can boost your productivity and improve how your live agents handle customer interactions, some regulations are important to keep in mind if you want to avoid legal penalties or other fines. Thanks to the Telephone Consumer Protection Act, also known as the TCPA, there are a few different consumer protections in place when it comes to businesses interacting with them over the phone or via other electronic modes of communication. As such, it’s crucial to be prepared to follow this guidance if you want to keep your business running smoothly. Read on to learn more about how the TCPA affects contact centers (whether they’re calling on the phone or sending messages with SMS), as well as a few tips for managing your contact center effectively.
What do you need to know about call center regulations?
Whether you operate in south San Francisco or are in Sri Lanka, it’s important to look into local regulations surrounding call centers. This is because the United States and Sri Lanka may have different regulations than the Ontario government and vice versa. That being said, some regulations consistently appear in conjunction with any company using automation tools or data collection to offer a more personal customer experience.
For example, there are a lot of regulations regarding collecting payment information over the phone. Users of omnichannel contact center software looking to take advantage of omnichannel quality management by recording a conversation must also gain consent from both parties to do so. Additionally, it’s not a bad idea to retrain your contact center agents regularly so that they stay up-to-date on the latest compliance issues and never risk breaking compliance law.
How can call center software help you stay compliant?
When it comes to prioritizing your agent’s effectiveness and the customer experience, a solid call center software solution can be an excellent investment. Bright Pattern Inc is a leader in the call center niche. The Bright Pattern solution recognized its innovations in leveraging CRM data and cloud-based omnichannel tools to supercharge your call center. When it comes to PCI compliance, HIPAA compliance, GDPR compliance, and SOC 2 compliance, Bright Pattern’s tools offer you peace of mind in conjunction with powerful contact center tools. Thus, the Bright Pattern Solution is an ideal contact center platform for any team looking to function virtually while handling sensitive customer data.
Who else should you talk to when considering the legal issues connected to call centers?
Since there are various complex ways that compliance law can intersect with your CRM and call center solutions, it’s important to have a solid legal department to protect your interests further. Someone like Malliha Wilson, a senior partner at Nava Wilson LLP, can be an ideal fit for your business if you typically require someone with expertise in corporate law and complex litigation.
Malliha Wilson first made waves as the first visible minority to serve as the Assistant Deputy Attorney General and now uses her law degree from York University to help clients in constitutional, corporate, and labour law. Having a reliable legal team can make a big difference if you ever have to press charges related to a compliance issue, which is why it’s important to have a firm on retainer beyond having a strong foundation via call center software from a company like Bright Pattern.
