Contact Center Compliance & TRAI Regulations
Improve your call center compliance with ClearTouch
Our platform complies with most standards and processes that the industry demands in a call center. We comply with SOC, HIPAA, PCI-DSS, STIR/SHAKEN processes, DoT, and TRAI regulations in India. By leveraging our platform’s features and capabilities, contact centers can enhance compliance practices, mitigate risks, and ensure adherence to applicable regulations, ultimately improving customer trust and satisfaction.
What is Call Center Compliance?
Call center compliance is a set of regulations and standards that call centers must follow to ensure fair practice and data security.
Some of the compliance rules would include the following:
- Regulator body rules – adhere to regulations by government bodies or industry-specific regulatory authorities. It can include guidelines regarding customer privacy, data protection, and fair practices to protect consumer rights.
- Customer privacy and data protection – safeguard customer information and adhere to applicable privacy laws.
- Fair practices and consumer protection – treat customers fairly, transparently, and without discrimination.
- Recording and monitoring – inform customers about call recording, obtaining necessary consent, and handling recordings securely.
TCPA compliance brings all compliance requirements under one umbrella – PCI-DSS, HIPAA, and SOC. However, we would for our understanding split generic compliance requirements from the PCI-DSS and HIPAA, and SOC.
- You cannot record CVV number on credit cards – our platform comes with an API fix that automatically stops recording when the call center agent enters the credit card information and resumes recording when they’re finished.
- Call centers need consent from both the agents and customers to record their conversations – it is not enough that you tell your customers that their calls are getting recorded, you should also provide them with an option to opt out before the customer conversation begins.
- Track all agents in the call center – a unique ID is assigned to every agent that would allow you to trace back any breach that may happen.
PCI – DSS Compliance
Any business that stores payment information will have to be compliant with PCI – DSS standards.
- You cannot record CVV number on credit cards
- Track all agents in the call center by assigning them an unique ID
- All data transmission should be encrypted
- Restrict physical and digital access to cardholder data by business need-to-know
Our platform follows all these call center PCI compliance.
The Healthcare Insurance Portability and Accountability Act (HIPAA) was enacted for several reasons, but the primary one is the privacy and security of the patient information.
HIPAA mandates that the following information is protected and reasonably safeguarded:
- Social security numbers
- IP addresses
- Full face or comparable photographic images
- Geographical identifiers
- Account numbers
Our platform addresses all the call center HIPAA compliance
SOC compliance refers to adherence to the standards set by the Service Organization Control (SOC) framework. The SOC framework consists of three types of reports – SOC 1, SOC 2, and SOC 3.
Our platform complies with SOC 2 framework.
SOC 2 is an auditing procedure that ensures your call center securely manages your data to protect your organization’s interests and clients’ privacy. It evaluates the controls related to security, availability, processing integrity, confidentiality, and privacy.
The SOC framework assures clients and stakeholders regarding the organization’s security and compliance policies.
Billions of fraud calls are reported every year, and this number is rapidly rising. This has caused individuals to stop answering their phones unless the caller ID is recognized as a trusted source. This has prompted the STIR/SHAKEN framework to be implemented to certify each call.
Our platform is compliant with what is commonly known as STIR (Secure Telephone Identity Revisited)/SHAKEN (Signature-based handling of Asserted information using toKENs). The idea is validating caller and callee identities with originating and terminating carriers.
DOT and TRAI Regulations
We are a registered OSP (other service provider) in India, working with other authorized telecom service providers in offering bundled services to call centers across verticals.
We comply with all the regulations and standards of DoT and TRAI that include:
- National Do Not Call Registry (NDNC) regulations
- Unsolicited Commercial Communication (UCC) regulations
- Obtaining customer consent before making outbound calls
- Telemarketing guidelines related to registration, consent management, complaint handling, and call timings
- Caller identification regulations
- Quality of service, including aspects such as call drops, call connectivity, and response time