How Are You Preventing Illegal Practices at Your Call Center?

No business entity wants to encounter legal troubles because it creates endless problems and hits business directly. Such troubles certainly affect the earning potential of the entrepreneurs and as well as the goodwill of the firm. Without following the proper legal procedures at your call center, you might invite more hassles. 

Therefore, it is necessary for every business firm to install Call Center Software Solutions in their systems to prevent illegal functions at a contact center. 

Many inexperienced call center representatives and agents often conduct their daily call center operations without observing the legal rules and formalities necessary for that purpose. Cloud Contact Center Software is a complete software solution that assists calling agents to follow legal rules and regulations while conducting their day-to-day business affairs.

Top 6 Legal Rules That You Must Follow At Call Centers

1)    Maintaining PCI-DSS Standards - In the current days of e-commerce, many customers directly purchase a product or service from the call center itself using their debit or credit cards for that purpose. While entering the secret CVV2 number (last three or four-digit number mentioned on the back of the card), the number often gets stored in the calling software, which is legally wrong. Using Customer Contact Center Software Solutions, you can legally stay protected from such problems. The software is highly secure and prevents any kind of misuse of the information provided by customers.

2)    Recording Call Conversations - While making a call to any call center, customers are well cautioned in advance that their calls will be recorded or monitored. However, in the US, it is necessary to inform beforehand to all parties including the company representative or supervisor, calling agent and customers for their call recording. For that purpose, a calling agent needs to install Outbound Call Center Software to avoid legal harassment in future.

3)    Supervisors Intervention - In some of the US (United States) states, it is illegal for a supervisor to secretly record or listen to the conversation between a calling agent and customers without their consents. This makes it necessary for a business firm to put the Best Call Center Software in place to avoid further legal scrutiny. A supervisor cannot legally eavesdrop on any conversation between callers and customers. A legal warning to all parties with a statement that your call may be recorded or monitored is important to be stated beforehand.

4)    Telephone Consumer Protection Act - It is extremely vital for a call center to follow certain conducts for smooth maintaining of their day-to-day business operations. A call center must follow the procedure, which says no call-center should call its customers before 8am or after 9pm. The Outbound Calling Software comes with a preloaded option, which cautions callers making calls at these times.

5)    Banning Data Storage Device - Storing any multimedia storage device for unfair means is strictly prohibited at the call center. If intentionally or unintentionally, your calling agent brings a lot of multimedia devices at the call center and put them into use in the middle of a discussion between a calling agent and customer then you might be at a risk of legal intervention. The Cloud Customer Service Software prevents misuse of the USB device, memory cards and other technical devices at the call center.

6)    Working Hours - An employer is strictly prohibited to take the service of his calling agents or call center representatives for 40 hours per week. To improve the productivity of your call center employees, you can instead put the Best Telemarketing Software into force without disturbing their maximum weekly hour’s schedule.

In a nutshell, by following certain easy guidelines, you can avoid a lawsuit against you. Receiving a legal suit from one’s employees or customers not just raises doubts over the credibility of the business firm, but it also takes a lot of time to resolve such disputes, which could have been productively used otherwise for the success of your business.