At the time of writing this, there are two rather large TCPA class action lawsuits in the works. One of these involves AT&T and the other, Bank of America. The potential financial ramifications are staggering. The AT&T settlement is expected to be $45 million, and the BoA settlement has reached $32 million.
The accusations are against the contact centers at these companies. Agents contacted customers using an auto-dialing system without obtaining consent from the customers before making the calls.
Following the guidelines is incredibly important, as the settlement amounts in these two cases indicate. No one knows this better than our users who are required to adhere to TCPA regulations when making outbound calls. Whether the calls are for collections or marketing, CallFinder can help.
How to Achieve TCPA Compliance
So, how can companies go about adhering to TCPA regulations and make sure their companies, all the way down to their call center agents, are compliant with the laws? Luckily, you can find solutions to monitor calls for compliance, which helps identify specific non-compliant departments, agents, supervisors, and more.
Technology advancements in contact center solutions have made it possible for any size business to efficiently and automatically monitor the content of their phone calls and identify the presence or absence of specific keywords. What does this mean? Essentially, call recording and monitoring tools scan conversations in near real-time and automatically identify specific calls that are non-compliant.
With a speech analytics solution, a business can create audio mining searches that will focus on keywords that are relevant to questions and answers stated by call center reps as part of the company guidelines to stay compliant with TCPA. Speech analytics technology scans calls for non-compliant and compliant language. The software then automatically categorizes the calls for easy analysis.
The call center managers, supervisors, and directors then have coach-worthy calls to use with agents when addressing compliance issues, and other training opportunities that may arise in the recorded conversations with customers.
Many CallFinder clients use this methodology to achieve 100% compliance across all agents.
Learn more about speech analytics technology to ensure contact center compliance. Book a demo today!
