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.