CONVIN FOR COMPLIANCE
Take proactive measures to avert unexpected lawsuits
Prevent complacency in matters of compliance and regulations. Track down compliance violations and take immediate action to avoid lawsuits and hefty fines.
How does Convin ensure call center compliance?
Ensure compliant behavior in live conversations
Agent Assist monitors real-time behavior to prevent non-compliance
- Employ real-time audits to drive correct behavior, catch mis-selling, and encourage self-coaching.
- Drive customer-centric behavior and avoid compliance violations with immediate prompts.
- Leverage an accessible knowledge base to offer genuine information on products and services.
- Help agents offer better resolutions using real-time customer insights.
- Agents receive immediate assistance on existing and updated compliance policies.
Prevent compliance breaches with 100% monitoring
Auto QA ensures every interaction is evaluated and scored for compliance and code of conduct
- Track responsible agents and top offenders.
- Regularly identify and address non-compliant agents.
- Maintain a log of all omnichannel conversations that trigger a compliance alert.
- Tailor the scorecard with basic call center compliance requirements like recording consent.
- Get instant AI feedback on non-compliance behavior.
Replicate ethical best practices
Employ Conversation Behavior Analysis to learn from lost sales opportunities and customer churn
- Alert managers for compliance breaches that need immediate attention.
- Play safe by repeating conversation behavior, actions, and phrases that reduce policy breaches.
- Repeat disclosures that worked well in previous conversations.
Make agents comply with a compliance checklist
Automated coaching ensures agents are periodically coached on existing and updated compliance regulations
- Encourage automated coaching on critical statements, compliant phrases, and objection handling.
- Coach agents on regulatory policies like FDCPA, HIPPA, PCU, and other regulations.
- Revise call scripts and enforce disclosures on sensitive conversations.
Handle unsolicited activities with granular insights
Dive into conversation intelligence to highlight compliance breaches, information leaks, or tampering
- Spot violations of the call script at the right time.
- Auto-redact confidential customer data in transcriptions.
- Compare customer insights and agent performance to settle conflicts and disputes.
on-the-go
How compliance teams use Convin?
Agents
With accessible customer insights, call quality statistics, and feedback; agents can course-correct and replicate compliant conversation behavior.
Agents utilize automated coaching to self-coach themselves on ethical practices, repeat disclosures, adhere to call scripts, and learn top-performing skill sets.
Managers
Assess performance and coaching needs by monitoring 100% of agents' and teams' interactions.
Ensure continuous feedback on call center regulatory compliance and knowledge sharing based on call performance and quality statistics.
Track and fix compliance violations, behavioral anomalies, customer complaints, negative customer sentiments, and similar red signals.
Ensure adherence to regulatory policies and compliance requirements, especially in case of debt recovery. Coach agents on being empathetic yet firm.
QA
Replace outdated call auditing and human bias with Convin’s AI-powered automated quality assessment. Analyze conversations based on custom parameters that align with company and national regulations.
Keep an eye out for compliance trends and coaching effectiveness reports.
Track escalations and reopened tickets by eliminating random sampling and taking charge of conversations that need manual auditing intervention.
Leaders
Carefully monitor insights and reports on compliance disobedience. Uncover patterns, actions, and behaviors that could result in a poor brand reputation.
Track and audit reports displaying agent performance and compliance issues to deal with predictable problems.
Stop managing customer
data in silos
"A 360 degree view of all my projects."
Carestack sees uptake of 47% on close rate after adding Convin’s Conversation Intelligence in their sales stack.
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See how our clients transformed their customer conversations
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