New White Paper Illustrates How Speech Analytics Impacts Call Center Compliance

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Compliance is a major area of concern for any business. Whether engaging in outbound sales, inbound customer service, or collections environments, call centers have a unique advantage over other business models in meeting these standards. Thanks to advances in speech recognition technology and the growing accessibility of Speech Analytics software, call centers are offered a secret weapon. Our most recent white paper outlines all the specific compliance concerns for call centers and details how speech analytics can be used to address them.

The regulations addressed in this white paper include: PCI DSS, FDCPA, TILA, SOX, HIPPA, Dodd-Frank, Do Not Call, Call Monitoring Consent, and TCPA.

Here’s an excerpt:

…As previously outlined, there are many unique features of speech analytics that can be applied to compliance efforts and give call centers an edge.  Many call centers don’t realize that two of the most advantageous components of a speech analytics solution, are also the simplest to use: Real-Time Auditing and Call Redaction.

Real-time Auditing

Unlike traditional auditing, speech analytics solutions offer real-time reporting. This means supervisors can get an accurate impression of the current state of compliance at any given moment. Based on customized parameters for the appropriate phrases, keywords, and behavioral cues, supervisors are offered a clear statistical view of how compliance requirements are being met and where there is potential risk. The entire call center can be appraised, and call information can be drilled down by department, or individual representative. This gives supervisors an opportunity to intervene during the call, before it has the potential to become non-compliant. This is an ability that cannot be achieved through traditional call-auditing methods…

Want to learn more? Download the white paper here for FREE.