Important call center compliances when outsourcing

What call center compliances should you look for when outsourcing?

When you outsource, look for a call center that meets the core compliance standards for your industry, such as PCI DSS, TCPA, HIPAA, ISO 27001, ISO 27701, and SOC 2.

• Compliance proves a provider keeps your customer and payment data safe.
• The standards you need depend on your industry and your customers’ location.
• So always confirm the right certifications before you sign a contract.

Looking for a third-party call center provider can feel overwhelming. There are simply so many options out there. First, you must choose among onshoring, nearshoring, and offshoring. Then you weigh price, scalability, management, services, and, above all, quality.

On top of that, outsourcing providers must follow legal compliances. This keeps their workplace safe and their operations within legal standards. It also protects you as the client. For a wider view of how these firms operate, see this guide to call center outsourcing.

Types of compliances you should look for

• PCI DSS Compliance
• TCPA Compliance
• HIPAA Compliance
• ISO 27001: Information Security Management
• ISO 27701: Private Information Management
• System and Organization Controls 2 Audit (SOC2)

Compliance is the ability to follow a set of rules. These standards come from the laws of the country where the business operates. They also come from the rules of the places where the call center’s customers live.

So the areas that call centers must follow include the ones below.

PCI DSS Compliance

The PCI Security Standards Council works to improve global payment account data security. It helps keep systems safe, since it tracks data security threats all the time.

The council keeps updating its Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is an information security standard. It sets the rules on how to process, store, send, and protect customers’ credit card data. So any organization that accepts credit cards must follow this PCI Compliance.

Your customers’ card data needs the highest level of protection. So you should hire providers who are PCI DSS compliant. The good news is that most Philippine business process outsourcing (BPO) companies, like SixEleven BPO, follow this standard. As a result, there is little to worry about here.

TCPA Compliance

The Telephone Consumer Protection Act 47 U.S.C. § 227 or TCPA governs telemarketing calls, auto-dialed calls, pre-recorded calls, texts, and unsolicited faxes. So it covers all parts of outbound telemarketing.

The TCPA was created to stop unwanted telemarketing phone calls to consumers. Its aim is to cut down on intrusive calling. Still, it does not ban telemarketing outright. In addition, the TCPA and the Federal Communications Commission (FCC) set the following rules.

• It bars solicitors from calling homes before 8 a.m. or after 9 p.m. local time.
• Solicitors must keep a company “do-not-call” (DNC) list, and callers must honor the DNC Registry.
• Callers must introduce themselves and the entity they call for.

Working with a TCPA compliant call center is the ethical choice. It also puts you on your prospects’ good side.

HIPAA Compliance

The Health Insurance Portability and Accountability Act (HIPAA) sets rules to protect sensitive patient data. Having a HIPAA Compliance means a company follows the standards that govern the lawful use of protected health information (PHI).

Covered entities include:

• anyone in healthcare who provides treatment, processes payment, or runs operations; and
• their business associates who can access private patient data.

So if you work in healthcare, make sure your outsourcing provider is HIPAA compliant. Because this data is so sensitive, it also helps to review your wider data security in outsourcing plan.

ISO 27001: Information Security Management

ISO 27001 is the global standard for data security and legal compliance. It works through an Information Security Management System (ISMS).

This standard sets the rules needed to prevent security breaches. It also covers the following attacks:

• cyber crime;
• fire or damage;
• misuse;
• personal data breaches;
• vandalism or terrorism;
• theft;
• and viral attacks.

Call centers must meet the ISO requirements to earn ISO 27001 certification. So this proves they can safely manage assets from third-party clients, such as intellectual property and employee details. Strong controls like these sit at the heart of cybersecurity in outsourcing.

ISO 27701: Private Information Management

ISO 27701 extends the ISO/IEC 27001 standard above. However, this one focuses on privacy. It adds guidelines to manage personal data and meet privacy rules across the globe.

This standard also clarifies the roles that call centers must follow to protect privacy. Call centers can access private details, such as a full name and card number. So being ISO 27701 compliant assures clients that their data is handled well.

If you need a provider to handle sensitive data, make sure they are ISO 27701 compliant. To earn ISO 27701, a business must hold ISO 27001 first.

System and Organization Controls 2 Audit (SOC2)

The System and Organization Controls 2 Audit, or SOC 2, is an auditing standard. It checks that your trusted data providers and third-party vendors manage your data safely. Unlike PCI DSS and HIPAA, SOC 2 is unique to each organization.

The standard comes from the American Institute of CPAs (AICPA). It reviews an organization’s systems and processes against these trust principles:

• security
• availability
• processing integrity
• confidentiality
• privacy

SOC 2 matters most in data-heavy fields like finance. For a deeper look, read why SOC 2 certification matters for outsourced call centers. When you shortlist a provider, this guide to call center services in the Philippines can also help.

Call center compliances FAQs

Why does call center compliance matter when outsourcing?

Compliance protects your customers and your brand. It proves a provider handles payment and personal data by the rules. Without it, you risk fines, breaches, and lost trust.

Which compliance standards do I actually need?

It depends on your industry and your customers. For example, retailers need PCI DSS, and healthcare firms need HIPAA. Most providers should also hold ISO 27001 and SOC 2 for general data security.

Do offshore call centers meet these standards?

Many do. Leading BPO hubs, such as the Philippines, host providers that hold PCI DSS, ISO, and SOC 2 certificates. Still, always ask for proof before you sign.

How can I verify a provider’s certifications?

Ask for current certificates and audit reports. Then check the issue and expiry dates. You can also confirm ISO and PCI status through the issuing bodies.

What is the difference between ISO 27001 and ISO 27701?

ISO 27001 covers overall information security. ISO 27701 adds a privacy layer on top of it. A provider must hold ISO 27001 first before it can earn ISO 27701.