4 Common compliance breaches in call centres and how to resolve them

Have you ever wondered if your call centre is compliant? Find out straight away if you are or not with a few questions. The great news is that many of these compliance traps can be easily solved. Do you record credit information during customer calls? It’s essential for call centres to record calls for training […]

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Have you ever wondered if your call centre is compliant? Find out straight away if you are or not with a few questions. The great news is that many of these compliance traps can be easily solved.

  1. Do you record credit information during customer calls?

It’s essential for call centres to record calls for training and legal reasons but If you record customer calls, you need to make sure that you are not storing customer credit card numbers at any time as this is against PCI-DSS standards.

The issue that many are encountering without realising is that as you are recording the call, you will probably find that you are storing this type of information on your recordings, unless you are pausing the recording during the transaction stage.

What can you do about this issue?

One way to solve this issue is by making sure once the call gets to the credit card data form, the voice recording will be automatically paused. For example, you can use an API which will stop recording of the call when the customer is saying or giving their credit card information to the agent and resume once finished.

  1. Do you store credit card information for repeat billing?

You are probably wondering how you are supposed to organise repeat billing without being able to store credit/debit card information, but storing card information and other sensitive data is a common compliance breach in many call centres’. If you are a merchant at PCI-DSS level, you could be breaking the rules if you are storing customers CVV.

What to do about this issue?

All credit card information should be passed through to a PA-DDS (Compliance for those who process credit card info for merchants) certified card processor. They will provide a unique ID that could be in some cases the last four digits of the credit card number, so then you are able to use it for repeat billing without storing the customers CVV.

  1. Are you recording your call center agent’s calls for monitoring and training purposes?

There is nothing wrong with recording calls for monitoring and training purposes but it’s required that before you are able to record a call, all parties during should be notified that the call will be recorded. In most cases it is quite a common occurrence in call centre’s, that no one will be notified that the call will be recorded.

What to do about this issue?

You could get your call centre agents to sign a consent document so that they have to let customers know that every call will be monitored and recorded. It’s a great way to start getting employees to start letting customers know so it becomes a routing for them.

  1. Does your call centre allow barge and whisper functionality?

Some call centre’s let their managers / supervisors listen to their conversation in case they need any assistance with a difficult call or just there to give any tips on how to better handle a call.

There are two different options that supervisors tend to use which are barge and whisper. Barge lets supervisors listen and break into the call if they fell it is necessary and whisper lets managers speak to the agent without the customer being able to hear the manager.

The only issue is that this can get seen as violating a law and going against being compliant, due to eavesdropping without consent.

What to do about this issue?

It is a very simple solution to fix this common compliance breach. When the agents introduce them self during the initial stage of the call, they should also mention that the customer call “may be recorded or monitored for quality training purposes” so by mentioning monitored, that also leaves a more solid legal ground for supervisors listening into the call.