As every business leader knows, there are always going to be times when an organization must take risks. However, when it comes to regulatory compliance in the call center industry, taking risks should never be an option. Capital One Financial Corp, which has been working exclusively with low-cost offshore call center vendors, was recently fined $210 million dollars by the Consumer Protection Bureau for deceptive marketing tactics undertaken by their offshore call center partner. Unfortunately, because the call center was short cutting training and quality processes, the client has become responsible for significant fines resulting from the fraudulent practices by their offshore call center agents.
Capital One released a statement in response, “Capital One’s third-party vendors did not always adhere to company sales scripts and sales policies for payment protection and credit-monitoring products, and the bank did not adequately monitor their activities.”
Compliance at InfoCision
No company should ever have to issue a statement like this because of the unethical practices of their marketing partner. Here at InfoCision, our policy is that WE, not our clients, are primarily responsible for meeting the state and federal requirements for every program that takes place in one of our call centers. We provide our clients with a dedicated team of regulatory compliance experts to give them peace of mind in all aspects of the management of their campaign. As a company, your reputation is too important to leave to chance.