Agents will not have in-person guidance from supervisors to resolve performance issues, so it’s key to provide accurate and specific training to help them adjust. With a speech analytics tool, your call center leaders are able to quickly and visually see the metrics you need to be monitoring during this time. Measuring Performance Metrics to Ensure Adherence There’s no additional training necessary, and these insights and recordings are accessible wherever your managers are. By protecting the information of your customers, you are in turn protecting your own reputation as a company. For audio, the API will return scrubbed recordings with flat tones where PCI info is detected, and for text redaction we will replace the sensitive data with the term. Even managers reviewing calls manually for quality and coaching won’t accidentally view sensitive data. PCI Redaction is a feature that identifies the specific start and stop moment of a phrase, and then removes sensitive information from both the audio and visual transcript, preventing any breach of information. It’s through automated detection and redaction that information is identified and secured. Your enterprise can stay compliant and secure with a PCI DSS Level 1 certified speech analytics tool–the highest certification possible. However, they don’t require a physical space to keep compliance. These strict standards hold hefty penalties if not adhered to, so they cannot be ignored. The Payment Card Industry Data Security Standard Compliance (PCI DSS compliance) is a set of measures put forth to hold companies accountable for protecting their payment or credit card information. It’s not just customer credit card numbers that need protection, but all of their Personal Identifiable Information, or PII, such as their addresses, social security numbers, and more sensitive data that could be discussed in a phone call. With an influx of calls, there comes an influx of information, and that data needs to continue to be protected. What is PCI/PII Redaction and Why It’s More Important Than Ever Features such as automatic detection and redaction, conversation metrics, and agent scoring can aid enterprises in managing a newly remote call center workforce while minimizing risk.
Utilizing speech analytics can help businesses maintain quality assurance for 100% of their calls while also ensuring their customer data is safe and secure.
Implementing a speech analytics tool into your call center architecture can help organizations remain compliant and 100% secure.
Highly regulated industries have strict guidelines they must adhere to, and while some regulatory agencies are adapting these requirements, call centers still face additional hurdles. The way call centers handle their data is crucial, and now that many around the globe will have to rapidly switch to a telecommuting model, they are faced with a whole new set of challenges. There’s a global crisis in motion and businesses are adapting to new challenges they’ve never faced before, with little to no precedent.
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