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 software. 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.
Request a Demo Trust CenterWhat 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
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.
Generic Compliance
- 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.
Benefits of TCPA compliance for your call center
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 contact center platform follows all these call center PCI compliance.
HIPAA 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
Check out the infographic on the costliest TRAI mistakes in call center compliance
SOC 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.
STIR/SHAKEN Process
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.
TRAI’s new order on the ban of 10-digit mobile numbers
DOT and TRAI Regulations for Call Centers in India
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 including:
- 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
Frequently Asked Questions
How do contact center providers help ensure HIPAA compliance for contact centers?
Contact center providers ensure Health Insurance Portability and Accountability Act (HIPAA) compliance by safeguarding sensitive healthcare information like patient records. They implement end-to-end encryption of data – both in transit and at rest, strict access control policies, conduct regular security audits and train employees on handling protected health information. These measures ensure compliance with HIPAA and help in keeping patient privacy intact.
What are the legal consequences for a contact center if HIPAA or PCI-DSS compliance is not met?
For HIPAA, penalties can range from $127000 to $250000, depending on the severity and whether it was intentional. Repeated violations can result in millions in fines and criminal charges, including imprisonment. Often, non-compliance can lead to civil and criminal lawsuits and can damage a company’s reputation.
For PCI-DSS, penalties can range from $5000 to $100000 per month, depending on the organization’s size. This will also lead to suspension of card payment processing, loss of reputation, and legal action.
Which industry needs to be HIPAA compliant, and which organizations must follow PCI-DSS compliance?
HIPAA: Any organization that deals with protected health information (PHI) should be compliant with HIPAA regulations. This includes healthcare providers, health insurance companies, hospitals, and Revenue Cycle Management (RCM) service providers like contact centers that handle patient data.
PCI-DSS: Any organization that stores, processes, or transmits payment card information must comply with PCI-DSS requirements. This includes businesses in retail, e-commerce, financial services, and contact centers or companies that handle card payments.
How often should contact centers review and update their compliance policies?
Contact centers should review and update their compliance policies at least once a year. However, if there is a regulatory change, a new data security threat, or operational changes like a new software update, then you should review and update your compliance policies immediately. Also, regular training and audits should be conducted to ensure that everyone is aligned with the revised guidelines.
What are the most common HIPAA and PCI-DSS compliance violations in contact centers?
The common HIPAA violations include:
- Failure to perform a risk analysis
- Failure to enter into a HIPAA-compliant business associate agreement
- Wrongful disclosures of PHI
- Delayed breach notifications
- Lack of encryption for PHI
The common PCI-DSS violations include:
- Storing cardholder data when not necessary
- Weak access controls (like weak passwords or shared credentials)
- Failure to use encryption for card data
- Not conducting regular security checks and audits
- Delayed breach notifications
How can ClearTouch ensure data security and protect customer information under compliance regulations?
Here is how we protect your customer information:
- Encryption – we provide end-to-end encryption of all data, whether it’s being stored or transferred.
- Strict access controls – we use role-based permissions and allow access to sensitive information only to authorized users.
- Regular audits – we conduct frequent security checks to identify and resolve vulnerabilities.
- Compliance – our platform is compliant with HIPAA, PCI-DSS, GDPR, TCPA, CCPA, FDCPA, and Reg-F, among others.
- Training – we continuously train our teams to handle data responsibly, minimizing the risk of any data breaches.
What are the key differences between HIPAA and PCI-DSS compliance requirements?
HIPAA and PCI-DSS both serve different purposes and goals.
HIPAA focuses on protecting patient health information, including medical records and history. It applies to healthcare providers, insurers, and their partners.
PCI-DSS focuses on security cardholder data like credit card numbers and transaction details. It applies to businesses that handle payment card transactions.
What are the penalties for non-compliance with TCPA regulations for contact centers?
The penalties for TCPA violations include $500 to $1500 per violation, with class-action lawsuits potentially resulting in millions in fines. You can be directed to pay the compensation for actual damages suffered, such as financial losses or emotional distress.
What is the role of DoT and TRAI in regulating the telecom industry in India?
The Department of Telecommunication (DoT) oversees the telecom sector in India, managing licensing, spectrum allocation, and telecom regulations to ensure smooth operations.
The Telecom Regulatory Authority of India (TRAI) ensures fair competition, regulates tariffs, protects consumer interests, and promotes quality telecom services. For contact centers, TRAI’s guidelines include managing unsolicited communications and maintaining customer privacy.
Does ClearTouch have a SOC 2 report?
Yes, ClearTouch has a SOC 2 report, which confirms our commitment to meeting rigorous Trust Services Criteria (TSC) established by the American Institute of Certified Public Accountants (AICPA). This validates our commitment to safeguarding your data and ensuring compliance with globally recognized security practices.