Noble Systems (News - Alert) Corporation recently took a survey of more than 400 North American contact center operations, in order to gauge how many businesses have yet to implement a process or engage a partner dedicated to remaining compliant with State and Federal regulations.
The news was not exactly unexpected, but gave evidence to a known problem: not enough call center companies are getting the help they need.
The survey showed nearly 40 percent of the 445 participants questioned do not rely on or implement any type of proactive compliance resources, such as those that Noble Systems offers.
The global leader in unified contact center technology solutions was already aware of the current lack of knowledge about the help its company and other companies like it can offer.
To help spread this knowledge, BenchmarkPortal will be hosting “Call Center Campus Week” in November in Las Vegas, Nevada. The training week is aimed to provide sessions and discussions that will shed light on the latest developments in the call center industry, including how the most successful call centers maintain their premium customer service.
But why wait for November? The information is out there now.
Noble Systems’ President and CEO James K. Noble said his company’s offerings “are designed for fast, efficient integration to help companies build a compliant environment and achieve PCI (News - Alert) Compliance Certification.” It is harder to become fully certified and “PCI-ready” without the help that companies such as Noble Systems offers.
But what exactly are these offerings?
“Our technology platforms offer industry-leading features for data security, Do-Not-Call, FDCPA and TSR (News - Alert) compliance, prior consent rules, wireless call management, and more,” said Noble.
The company also offers Noble Enterprise Hosted, a cloud-based platform with all the functionality of the premise-based product, such as Maestro, Composer, and ShiftTrack WFM. The security and compliance is the same, and in today’s competitive market these are the features that should be a given.
Maintaining good customer service is what companies should be spending their time and energy on, but instead, some call centers are opting to go it alone in terms of getting fully compliant with State and Federal regulations.
Conducted in the second quarter of 2012, the survey sought to attain direct input from contact center managers, and it received responses from companies all over North America. The companies which responded service a variety of sectors, including accounts recovery, travel and health care, so any inefficiency is a threat to these businesses.
The survey did find that 18 percent of participants manage their compliance efforts entirely through a third party, and 42 percent rely on contact center software providers like Noble Systems.
This is good, but these numbers aren’t good enough—40 percent are still not getting the help which is available to them, and that they need.
Edited by Juliana Kenny