Call Monitoring

Call Monitoring

Why It Matters

The federal and many state rules require certain disclosures be made to consumers. As evidenced by the recent enforcements regarding unfair and deceptive sales practices, failure to provide prospective customers with the required disclosures can result in severe penalties. Agents that know their recorded calls may be monitored for compliance are much more likely to comply.

How We Can Help

CompliancePoint's call recording audits help companies develop a defendable position by having the audits conducted by a nonbiased third party. Utilizing a nonbiased third party adds credibility to a company's audit program, should the company to ever undergo a federal or state investigation.

The program is completely customizable to meet your company's needs and your company will have final approval of the scoring criteria.

CompliancePoint will verify your employees provide prospective customers with the federal and state-required disclosures, along with the disclosures required by your company, such as:

  • Complete TCPA consent disclosure by the agent
  • Clear affirmative consent to disclosures by the customer
  • Provision of material information prior to accepting payment information
  • State-specific disclosures such as no-rebuttal and permission-to-continue
  • Agent response to DNC requests
  • Agent soft skills
  • And more!

CompliancePoint will work with your company to develop a scoring system that accurately reflects the performance of your employees, while also auditing for adherence to your company's disclosure requirements. When high risk issues are identified, CompliancePoint will notify your company immediately, so the issue can be remediated in a timely manner. Periodic comprehensive reports will ensure you are aware of anomalies and are able to evaluate trends that may lead to training and policy revisions.

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We can help you identify and mitigate risk