Contact center compliance is no light matter. Thankfully, there are several contact center features designed to mitigate these risks and help you stay current with the risks associated with operating in different industries.
In this guide, we introduce the risks and explain how your agents can keep your contact center secure and adhere to compliance guidelines.
Let’s start by getting to know the different types of contact center compliance.
What Are the Different Types of Compliance in Contact Centers?
From HIPAA to PCI DSS to FINRA to non-discrimination compliance, let’s take a look at the different kinds of compliance when it come to contact centers.
HIPAA: Health Insurance Portability and Accountability Act
HIPAA isn’t just a best practice for healthcare call centers but a set of governing guidelines that every healthcare business must adhere to.
Therefore, HIPAA applies to contact center operations in the healthcare industry, including all health information providers, clearinghouses, and any niche businesses that conduct certain healthcare transactions electronically.
HIPAA doesn’t apply to:
Life insurers
Workers’ compensation carriers
Most schools and school districts
State agencies like child protective service agencies
To adhere to HIPAA compliance, agents must:
Verify patient identities before accessing medical information
Securely transmit and store health data
Obtain patient consent for sharing information
Related Article
Is Nextiva HIPAA Compliant?
PCI DSS: Payment Card Industry Data Security Standard
The PCI DSS is one of those compliance guidelines that applies not only to all contact centers but also to any business that handles credit card payments.
The PCI DSS dictates that contact center agents must:
Never store full credit card data
Use secure payment processing systems
Be trained in identifying and preventing credit card fraud
There are four levels of PCI DSS your contact center may be subject to that relate to the number of card transactions you process each year:
PCI Level 1 : six million transactions or more
PCI Level 2 : one million to six million transactions
PCI Level 3 : 20,000 to one million transactions
PCI Level 4 : under 20,000 transactions
