Sarbanes-Oxley in the Contact Center
Author: Gary Barnett
Sarbanes-Oxley is no longer an unknown quantity for American companies. In fact, many corporations across the country have been working diligently since 2004 to comply. So, why I am writing about this now? I recently read a San Antonio Express-News article on TMCnet.com, entitled The Good and Bad of Sarbanes-Oxley.
Sarbanes-Oxley is associated with documenting business processes and, while it isn’t directly connected with customer contact, the legislation has a significant impact on contact centers. From a contact center perspective, Sarbanes-Oxley includes a lot of controls, but must also take into account the human nature characteristics of being Sarbanes-Oxley-compliant. In the end, it comes down to employees knowing corporate policy and processes, as well as government regulation, and ultimately making the right choices.
Contact centers can help agents comply by giving them tools that guide them across transactions and give them the information they need to consistently make the right decisions. And, they can use technologies such as call recording, monitoring, reporting and archiving capabilities to ensure that agents are adhering to all appropriate internal and external rules and regulations. These technologies can store recordings with time and date stamps over the long term, and protect contact centers from incurring costly violation fees, damaging their brands, and jeopardizing customer relationships.
Many companies today are recognizing that the majority of the legislation was created out of consumer demand and sensitivity regarding customer relationships with companies. By managing and controlling the frequency of interactions, improving the relevance of offers, and focusing on appropriate timing, companies are demonstrating the value that they place on successful customer relationships and the importance of customer satisfaction.
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