Operations

Risk & Compliance

In today’s complex regulatory environment, Government agency contact centers face a host of compliance requirements. Not only do these regulations present significant impacts to agency reputation, they often result in lawsuits or regulatory fines.

Some of the regulations to be aware of include HIPAA, ADA, WCAG, Section 508, Telephone Consumer Protection Act (TCPA), Telemarketing Sales Rule (TSR), state-level call recording laws, Sarbanes Oxley Act (SOX), Dodd Frank Act, and many others. With mobile devices now at the forefront of consumer communications, there are certain guidelines specific to making telemarketing calls to mobile devices. For outbound campaigns, additional regulations include, but are not limited to, allowed number of rings, abandon rates, and time-of-day restrictions. Accessibility compliance in an omnichannel environment is also mission-critical.

With the latest advancements in AI and automation, certain compliance and risk attributes can be continually monitored, providing more transparency and quicker decision-making capability. For example, speech and text analytics can listen to or transcribe calls and chats, providing real-time alerts to management. However, other compliance risks require stringent policies, training courses, and ongoing audits.

Tactical Deliverable Examples:

  • Current-State Risk Identification
  • Continuous Compliance Program
  • Real-Time Monitoring
  • Governance Register
  • Quarterly and Annual Audits
  • Vendor Risk Assessment