Discover how poorly managed contact center QA programs can lead to significant fines and legal actions. This article is the second in a series exploring the risks of substandard contact center QA practices.
Avoiding Compliance Pitfalls: How Robust Contact Center QA Can Protect Your Business
As a Contact Center Quality Leader in a regulated industry, I quickly learned to appreciate the extensive reach of the law. In our industry, it was the Consumer Financial Protection Bureau, and they were deeply involved in our contact center operation. Any interaction was fair game for review, and when regulators requested a copy of an interaction recording, it absolutely needed to check all the right boxes. Fortunately, we had great QA practices in place to ensure compliance.
Compliance with regulatory requirements is not just important—it’s critical. Without a well-managed QA program, contact center agents may inadvertently or intentionally violate company policies, exposing the company to significant fines and legal actions.
- In a high-profile case, a large bank faced a staggering $75 million settlement for violations of the Telephone Consumer Protection Act (TCPA).
- A major financial services company paid $10 million due to violations of the Fair Debt Collection Practices Act (FDCPA).
- In the healthcare industry, non-compliance with the Health Insurance Portability and Accountability Act (HIPAA) can result in fines up to $50,000 per violation.
By adopting better QA practices, businesses can protect themselves from costly fines and legal actions, safeguard their reputation, and maintain the trust of their customers. In a regulated industry call center, particularly beneficial QA practices include reviewing interactions where violations are most likely to occur and routinely searching for calls where violations may have actually happened. In a world where regulatory scrutiny is increasing, investing in robust quality controls is not just a wise decision—it’s a necessary one.
This post was submitted by Lorne Wood, a CCNG member who helps fellow members and leaders revolutionize their contact center operations with expert recommendations and transformative solutions.
