4 Reasons Why Contact Centers Can Be Unwitting Violators Of Relevant Laws Regulations

1. Primary point of contact- The sheer volume of interactions coupled with the high turnover of agent staff produces a reasonable likelihood that someone at some time is going to make a mistake.
2. Agents and supervisors are not well-versed on regulations – Contact centers conduct extensive training on call control, courtesy, problem-solving, and salesmanship but do not always pay sufficient attention to fundamental legal obligations.
3. Pressures to meet KPIs and sales goals – Today customer service representatives have multiple and sometimes conflicting objectives and measurement metrics. This can lead to errors and omission0s, particularly in privacy requirements and up selling.
4. Ardent desire to please the customer – An important metric of customer satisfaction is first call resolution. This can lead to temptations to make unauthorized commitments or shortcut detailed mandatory disclosures for the sake of pleasing the customer and getting a favorable post-call satisfaction review.