Quality Monitoring
Contact Center Compliance Monitoring
Mitigating Risk Through Compliance Monitoring and Quality Control
JUST RELEASED!
The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone!
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.
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.
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.
Our Solutions
What Makes Our Quality Monitoring Different?
Experienced Team
Program Design Knowledge
Monitoring Sophistication
Actionable Insights
Robust Reporting & Analytics
Northridge Perspectives
The Transformational Power of Quality Monitoring
How a robust QM program can remake the CX. This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and...
How Contact Center Quality Monitoring Benefits the Healthcare Industry
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. As such, they are often on the receiving end of...
Five Steps for an Effective Quality Monitoring Program
Call centers have come a long way since the 1950s when housewives became the first telemarketers by selling home-baked goods over the phone. Today, customers connect with call center agents via voice, chat, text, email, and even video communication platforms like...
Additional Quality Monitoring Services
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.
