Quality Monitoring

Contact Center Compliance Monitoring

Mitigating Risk Through Compliance Monitoring and Quality Control

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mitigate risks of costly fines

Our Approach

The Crippling Cost of Non-Compliance

Every customer wants a convenient and accessible way to conduct business with a brand, but in many organizations, customer interactions can present risks – either corporate or regulatory. These risks can become burdensome for companies, having to continuously train, monitor and coach Contact Center agents on policies and regulations. The Northridge Group specializes in helping clients mitigate the risk of costly regulatory fines and threats to business and brand.

Our Approach

How Northridge Can Help

Our highly-trained assessors will partner with your team to deliver the knowledge, scope, transparency and consistency required to effectively monitor for compliance across the various voice and digital channels in your Contact Center. Using key metrics, Northridge monitors and reports on performance, ensuring that all customer channels meet corporate and regulatory standards. Follow-up action plans and reporting highlight gaps and prescribe practical strategies for compliance improvements.

Connect with a Quality Monitoring Expert

Monitor and report on contact center compliance

Our Solutions

Key Offerings of Northridge’s 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.

Contact Center Agents following Compliancy Regulations

Northridge Success

Compliance Monitoring Program Allows Leading Financial Services Firm to Achieve 16% Improvement in Financial Service Compliance Within One Year

Financial Services firms face increasing federal regulatory requirements. Non-compliance creates significant financial risk, while compliance creates real operational challenges, especially for customer service organizations that interact directly with consumers.

We designed and implemented a compliance monitoring program specific to the regulations that created the greatest risk for our client.

Read the Success Story

Our Solutions

What Makes Our Quality Monitoring Different?

Experienced Team

A highly-trained, U.S.-based monitoring team comprised of behavioral psychologists and multilingual customer service professionals.

Program Design Knowledge

A three-point program design (vs. a checkbox approach), which provides deeper insight into changes in call quality and drives performance with tight correlation to critical KPIs.

Monitoring Sophistication

An omni-channel quality monitoring solution, allowing evaluation of calls, email, chat and social media channels.

Actionable Insights

Actionable, business and behavioral-based insights that enable meaningful operational improvements and targeted coaching between supervisors and agents.

Robust Reporting & Analytics

Robust, dynamic and drillable reporting using our business intelligence platform accessible through our self-service reporting portal, enabling transparency and real-time access to monitoring results.

Northridge Perspectives

Five Steps for an Effective Quality Monitoring Program

Five Steps for an Effective Quality Monitoring Program

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Quality Monitoring: From Business Insights to Business Impact

Quality Monitoring: From Business Insights to Business Impact

Contact center quality monitoring programs aim to capture a 360-degree holistic view of an omni-channel customer journey, focused on the Voice of the Customer and agent behaviors that impact customer experience. The purpose of that exercise is to glean meaningful,...

Empathy and the Customer Experience

Empathy and the Customer Experience

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Additional Quality Monitoring Services

Quality Program Assessment & Redesign

Voice of the Customer

Mystery Shopping & Surveys

Omni-channel Quality Monitoring

Contact Center Speech Analytics

 

Customer Churn Analytics

Competitive Benchmarking

 

Employee Knowledge Management

Let’s Talk About Your Organization

With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.

Let’s start a conversation

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