Following the Rules with Governance

Analytics-based governance keeps our contact centers running in full compliance with internal best practices, legal regulations, and more.

Our Governance Team defines goals, guidelines and terms across the organization; communicates with internal departments on these specifics so that everyone is on the same page; uses data to measure adherence to goals, guidelines and terms; and implements useful monitoring and auditing strategies. As part of Analytics Services, our Governance Team offers real-time visual presentations of data with calculated results and dashboards. This type of analysis measures adherence of results to set goals, guidelines and contractual terms.

Most simply, our Governance solutions provide another set of eyes helping to check all the important details that make a difference to our clients. The team develops reporting to check for conditions to be met and establishes notifications when they are not. For instance, in the case of natural disasters, we might shut-down certain area codes so we’re not calling those affected. Governance reports provide a safety-net to ensure that we don’t accidently make any calls into those locations, providing immediate alerts if there are discrepancies. Another example of our governance solutions includes ensuring that we’re adhering to contractual terms and obligations, then informing stakeholders if there is anything amiss.

Overall, Governance can be used in a contact center to ensure that your organization is one following all the rules.