Contact Center Compliance Monitoring
Mitigating Risks through Compliance and Quallity control
Quality Monitoring
the cost of non-compliance
Customers demand both convenience and accessibility when interacting with brands. However, these customer interactions can expose organizations to significant corporate and regulatory risks. Managing these risks requires continuous training, monitoring, and coaching of contact center agents on ever-evolving policies and regulations.
Our expert assessors work closely with your team to enhance your compliance monitoring across all voice and digital channels within your contact center. We provide the comprehensive knowledge, transparency, and consistency essential to effective compliance management.
Utilizing key performance metrics, we diligently monitor and report on your contact center’s adherence to both corporate and regulatory standards. We provide detailed follow-up action plans our reports identify any compliance gaps and offer practical, actionable strategies for improvement. This ensures your customer interactions are both compliant and efficient.
This proactive approach not only mitigates risks but also fortifies the trust and reliability customers place in your brand. To learn more, contact us today.
Our Solutions for a compliance monitoring program
Your organization can’t avoid the strict, regulatory requirements governing your industry.
With Northridge, you gain access to a quality monitoring partner that has the experience and resources to deliver best-in-class compliance monitoring solutions for your Contact Centers.
Targeted Program Goals & Critical Compliance Needs
Identify industry and organization compliance and risk management needs to structure the compliance monitoring program across calls, emails, web/chat and social media with multi-language monitoring capabilities for internal and/or outsourced Contact Centers. Examples of regulatory compliance measures include:
- HIPAA
- Dodd-Frank Act
- Consumer Financial Protection Bureau (CFPB)
- Fair Debt Collection Practices Act (FDCPA)
- Department of Transportation (DOT) Disclosures
Actionable Feedback
Identify and highlight critical gaps in compliance and services measured against the success factors outlined in the key program goals. Identify areas of improvement to the level of specificity that is needed to tailor the coaching to meet regulatory requirements.
Assessment of Current State Compliance
Conduct a baseline assessment across all relevant channels to identify compliance adherence, as well as Customer Experience enhancement opportunities.
experience + excellence
The NRG Assessment
Would a full assessment of your contact center Quality Monitoring program help you to gain a better understanding of what’s working, what isn’t …and what’s available that will work for your operation?
We provide businesses with the tools they need to make informed decisions. Once our assessment is complete, our team of experts will work with you to build a custom solution that fits your needs. Our use of state-of-the-art technology guarantees you’ll be able to access your data whenever and wherever you need it.
Quality Monitoring Solutions
Featuring experienced professionals and best-in-class advanced analytics, our Contact Center compliance monitoring services successfully convert data-based insights into desired business outcomes
Integrated Data Analytics
speech Analytics
Scalability
Secure Technology Infrastructure
Business Intelligence Reporting
Monitoring Sophistication
Advanced Analytics & Reporting
Program Design Knowledge
Meet Our Clients
They Believe In Us
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By Dewayne Cherrington, NRG Consultant The Situation A well-known private Healthcare client developed and piloted an in-house coaching program with several of their Customer Service
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New data from The Northridge Group confirms that nearly all mobile phone users have heard of 5G, most can articulate some of its benefits, and most associate 5G with faster speeds. Results from The Northridge Group’s new report on Mobile Phone Use and 5G Expectations were quite telling.