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Question 163 - Certified Contact Center discussion

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Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?

A.
Verifying agent training on call scripts and adherence to regulatory requirements.
Answers
A.
Verifying agent training on call scripts and adherence to regulatory requirements.
B.
Ensuring proper opt-in mechanisms and customer consent management for outbound calls.
Answers
B.
Ensuring proper opt-in mechanisms and customer consent management for outbound calls.
C.
Implementing recording and call monitoring functionalities for compliance audits and quality control.
Answers
C.
Implementing recording and call monitoring functionalities for compliance audits and quality control.
D.
All of the above, contributing to a compliant and responsible outbound calling operation.
Answers
D.
All of the above, contributing to a compliant and responsible outbound calling operation.
Suggested answer: D

Explanation:

Mitigating compliance risks in outbound calling involves multiple considerations: A. Verifying agent training on call scripts ensures adherence to regulatory requirements. B. Ensuring proper opt-in mechanisms and management of customer consent guards against violations. C. Implementing recording and monitoring functionalities aids in compliance audits and quality control. Collectively, these measures foster a compliant approach to managing outbound calls, reducing risk and enhancing accountability.

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asked 23/09/2024
Willians Lima Pereira
45 questions
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