Speech Analytics and Compliance

Compliance is – let’s be honest – a pretty dull topic. 

But in our continuing quest to avoid what is boring, we cannot neglect the laws and regulations now in place that help to keep business transactions stable and secure. This can also be a costly topic to ignore, given the penalties that may be imposed on businesses that do not keep accurate, up-to-date records of telephone transactions. 

Recorded call records must be kept accessible for a minimum of six months, and that timeframe may increase with new legislation on its way. 

Is your contact center keeping up? Do you have transactions saved across multiple platforms? 

Speech Analytics Can Help

In addition to its many other benefits in customer service and cost savings, speech analytics also play an important role in your compliance effort. 

Should you ever need to demonstrate how your contact center is meeting established criteria for keeping credit card information safe, speech analytics can quickly search through thousands of calls and highlight any in question by locating the precise language used in each call. Even single words can be flagged and calls brought up for review. 

Having ready access to calls subject to compliance not only saves time, it reduces risk of exposure, as it now becomes easier for managers to check compliance during internal reviews. Doing so regularly can help your contact center avoid fines and negative publicity, at a time when the public remains concerned about secure transactions. 

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