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.
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.
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 and Critical Compliance Needs
Identify industry and organization compliance 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 call centers. Examples of regulatory compliance measures include:
- Dodd-Frank Act
- Consumer Financial Protection Bureau (CFPB)
- Fair Debt Collection Practices Act (FDCPA)
- Department of Transportation (DOT) Disclosures
Assessment of Current State Compliance
Conduct a baseline assessment across all relevant channels to identify compliance adherence, as well as customer experience enhancement opportunities.
Identify and highlight critical gaps in compliance and service measured against the success factors outlined in the key program goals. Identify the areas of improvement to the level of specificity that is needed to tailor the coaching to meet regulatory requirements.
What Makes Our Quality Monitoring Different?
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.
An omni-channel quality monitoring solution, allowing evaluation of calls, email, chat and social media channels.
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’s Quality Monitoring Solutions
At Northridge, our approach to quality monitoring focuses on customer impact and helping your organization continuously improve the customer experience.