How Interaction Analytics Can Automate Compliance Monitoring

Clarabridge series title image

By: Benjamin Goldberg

November 23, 2020

Tags:
Clarabridge Analytics
Contact Center
Customer Effort
Customer Emotion
Sentiment Analysis
Speech Analytics

Compliance monitoring is necessary for contact centers but can be overwhelming, time-consuming, and expensive. As an example, according to the Telephone Consumer Protection Act (TCPA) of 1991, agents must provide their name and the name of their company when initiating a telemarketing call. There are many such regulations and violating them could result in millions of dollars in fines.

Some of the traditional pain-points and limitations in reviewing contact center compliance is that reviewers cannot listen to all of the calls, have to listen to calls in their entirety for evaluation, and cannot easily identify high-level trends in compliance adherence. How do companies track compliance across hundreds of thousands of calls?

In this blog, we share how compliance monitoring can be radically improved through Interaction Analytics.

  1. Use Interaction Analytics to Monitor Compliance on Every Call: In contact centers where potentially millions of calls are made, reviewers cannot listen to all of the calls to track compliance. Instead, they often must take a small sample of calls to review, which may lead to gaps in what they know about agent compliance issues. By using Interaction Analytics, we can view the compliance adherence on all calls, rather than on a sample, which could leave contact centers vulnerable to issues that are missed through sampling.
  2. Use Interaction Analytics to Review Compliance Faster: In contact centers with long duration calls, it can become time-consuming and expensive to listen to calls in their entirety for compliance issues. Through Interaction Analytics, we can view all of the compliance statements said in a call immediately, along with compliance statements that an agent failed to say. For the compliance statements that did occur, you can select a compliance statement to listen to the exact moment in a call that it was said. So rather than listening to the whole call to find if the compliance statements were said, we can view all of the statements that were said in one snapshot with the ability to listen in on the exact moments that are relevant.
  3.  Identify Compliance Trends and Lapses at An Aggregate Level: Generally, the compliance review process consists of a reviewers sampling 2 to 5 calls per agent per month with the aim of assessing how the individual is performing. Through Conversation Analytics, we can now look at trends at a higher level than just the individual. Rather than just seeing how individuals are performing, we can now look at overarching patterns in compliance lapses among agents by supervisor, location, vendor, or tenure. This can inform how agents are being trained, which vendors are not consistently adhering to compliance, and which statements new agents are most struggling with. 

Other Articles in This Series:

Digital Transformation Through Interaction Analytics and Automation
Published December 8, 2020

Why Customer Experience Management Is Vital For Your Organization
Published October 10, 2020

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About the Author:
Ben Goldberg is an associated business consultant as Clarabridge, who has been involved in several implementations of Intelligent Scoring. Ben received his BA in Psychology from the University of Virginia where he was heavily involved in experimental research and analysis. Following undergrad, he received a Master’s in Business Analytics from the University of Virginia before starting at Clarabridge. When he is not working, Ben can be found painting, playing piano, or hiking national parks.