Make it easy for your agents to do the right thing
Human error occurs in every business. But for financial services contact centers, the consequences can be extremely high penalties for federal regulatory violations. Unfortunately, your agents are more prone to make mistakes navigating complex requirements during dynamic customer interactions.
Guidance in real time reduces exposure
With our Real - Time Compliance solution, a sophisticated linguistic analytics module identifies those moments during customer conversations when agent action is required and flags any discrepancies.
- Mandatory disclosures
- Necessary customer consent
- ID verification
- Consumer protection regulations
- Internal company policies
- Mandated call scripts
Our powerful decisioning engine then instantly checks contextual information and regulatory updates, providing your agents with precise real-time guidance in on-screen pop-ups, including:
- Needed disclosure scripts
- Consent request forms or scripts
- Timely reminders
- Needed corrective measures to be taken
On - screen callouts can be presented to agents and may be displayed on the screen until the necessary action is taken or a check box is ticked. Process enforcement can also prevent service reps from progressing in the workflow or moving to another screen unless they have completed the required step. By making sure the right actions are performed, the organization can ensure compliance with its internal policies and external regulations.
Workflows are easily created and managed by the Compliance Officer via an intuitive drag and drop Compliance Designer tool.
By monitoring communications in real - time, we help your agents protect your business from compliance issues long before they arise.