Preauthorized electronic funds transfers can be a little bit confusing even for industry experts, especially when it comes to recurring Electronic Funds Transfer Act (EFTA) problems. But what is it that makes this so complex? It’s all about consent. In…

Applying the Theory of Gamification to Enhance Agent Engagement The key to having high-value employees, according to many industry experts, is properly utilizing the theory of gamification. But how what exactly is gamification? The Theory of Gamification at Work Simply…

Tracing the Thread of Consumer Consent: Tracking Consent & Revocation of Consent Tracing the thread of consumer consent can be an incredibly difficult task given today’s complex cellular world. So how exactly does a company track consent and revocation of…

On November 18, 2015, the Federal Trade Commission (FTC) announced amendments to the Telemarketing Sales Rule (TSR). The ruling, which can be found on the FTC website, has been amended to better protect customers from abusive and deceptive telemarketing practices…

Speech analytics is one of the newest and most valuable internal auditing tools on the market today. The technology not only helps you to learn more about your customers and their needs, but it also helps to ensure that your…

In the first half of this two-part series, we discussed the importance of creating an internal compliance audit plan prior to performing your audit that takes into account all of the rules and regulations that your company must follow.

According to Assistant Attorney General Leslie R. Caldwell, the purpose of corporate compliance programs is to not only protect your customers, but also to protect your company’s reputation, all counterparties, and the public as well as comply with the law.

As a call center, having an internal compliance team is typically a necessity from a compliance and quality standpoint, but it also gives you the opportunity to ensure that you are achieving compliance before an outside regulatory agency or client…

There are many benefits to utilizing your recorded call sessions aside from just good record-keeping. From effective training to providing excellent customer service, recorded call sessions build better employees. Here are 4 ways you should be using them right now.…

One of the toughest parts of running an effective call center is following all of the rules and regulations regarding how you can contact customers. Given the seemingly ever-changing landscape of regulations, it can be difficult to keep up with…