{"id":22721,"date":"2020-09-18T15:40:10","date_gmt":"2020-09-18T15:40:10","guid":{"rendered":"https:\/\/www.acefone.com\/blog\/?p=22721"},"modified":"2026-03-27T07:39:01","modified_gmt":"2026-03-27T07:39:01","slug":"top-eighteen-call-center-risk-factors","status":"publish","type":"post","link":"https:\/\/www.acefone.com\/blog\/top-eighteen-call-center-risk-factors\/","title":{"rendered":"18 Critical Risk Factors Call Centers Must Address\u00a0"},"content":{"rendered":"<p><span data-contrast=\"auto\">Running a call center is\u00a0basically an\u00a0exercise in managing controlled chaos. Calls often come in faster than they can be routed. Customer\u00a0expectations keep rising.\u00a0At the same time, the compliance landscape\u00a0seems to change\u00a0the moment you think\u00a0you&#8217;ve\u00a0got a handle on it.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Something is always one\u00a0bad decision\u00a0(or one\u00a0bad day)\u00a0away from becoming a real problem.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">And\u00a0that&#8217;s\u00a0exactly what makes risk management so critical for call centers.\u00a0It&#8217;s\u00a0not a once-a-year audit and a policy document buried in a shared drive.\u00a0It\u2019s\u00a0a live, ongoing practice that touches everything from how you hire agents to how you store call recordings. It also includes whether your auto dialer\u2019s DNC list got updated this week.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This guide is built for the people\u00a0on the ground\u00a0like\u00a0ops managers, compliance leads, and contact center directors who are dealing with these risks daily.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">We&#8217;ll\u00a0walk\u00a0you\u00a0through:\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">The most important risk factors\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">How to\u00a0actually\u00a0identify\u00a0and assess them\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">The compliance frameworks you\u00a0can&#8217;t\u00a0afford to ignore<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Practical steps to build a\u00a0sustainable\u00a0risk management approach\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Read on!<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">What are the\u00a0Critical Call Center Risk Factors?<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Every call center faces a unique mix of risks depending on its size, industry, location, and the types of calls it handles. But\u00a0there&#8217;s\u00a0a core set of risk factors that show up, in some form,\u00a0almost everywhere. Some of them are slow-burn problems.\u00a0The kind that quietly\u00a0erode\u00a0performance over months. Others can escalate from a minor gap to a major crisis faster than most teams expect.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Here&#8217;s\u00a0a clear-eyed look at the risks that matter most\u00a0and why\u00a0they&#8217;re\u00a0harder to manage than they first appear.<\/span><\/p>\n<h3>1. High Agent Turnover<\/h3>\n<p><span data-contrast=\"auto\">The employee turnover rate in the call center industry is much higher than the employee attrition rate in other\u00a0industry.\u00a0The call centers cannot deliver superior quality customer service proactively without retaining skilled and trained agents.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Also, the high employee attrition rate makes call centers incur high recruitment and training\u00a0cost. The call centers cannot\u00a0retain\u00a0employees without\u00a0identifying\u00a0the root cause of agent attrition. They also need to keep\u00a0a robust strategy in place\u00a0to control the attrition rate by keeping agents motivated and happy.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Strengthen your CX game: Explore our in-depth guide on building a winning<\/span><b><span data-contrast=\"none\">\u00a0<\/span><\/b><a href=\"https:\/\/www.acefone.com\/blog\/customer-experience-strategy\/\"><span data-contrast=\"none\">Customer Experience Strategy\u00a0\u00a0<\/span><\/a><span data-contrast=\"auto\">to reduce risk and delight every caller.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">2. High Absenteeism Rate<\/span><\/h3>\n<p><span data-contrast=\"auto\">A number of<\/span><span data-contrast=\"none\">\u00a0<\/span><a href=\"https:\/\/www.nice.com\/engage\/blog\/Absenteeism-in-the-Contact-Center-2269\"><span data-contrast=\"none\">studies suggest<\/span><\/a><span data-contrast=\"none\">\u00a0<\/span><span data-contrast=\"auto\">that absenteeism rates run as high as 5 to 10 percents in contact centers. The call center agents often stay away from duty without good reason. Many agents even use most of their sick leave for reasons other than sickness.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The call centers cannot deliver superior customer service and meet predefined service level without bringing down absenteeism rate.\u00a0However, the absenteeism rate in a call center keeps fluctuating from time to time.\u00a0The managers must track varying absenteeism trends and reduce absenteeism\u00a0rate\u00a0by implementing a robust absence management strategy.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">3. Reducing Average Handle Time<\/span><\/h3>\n<p><span data-contrast=\"auto\">Most\u00a0<\/span><a href=\"https:\/\/www.acefone.com\/blog\/what-is-a-call-center\/\"><span data-contrast=\"none\">call centers<\/span><\/a><span data-contrast=\"none\">\u00a0<\/span><span data-contrast=\"auto\">use average handle time (AHT) as a key metric for evaluating agent performance and deciding staffing levels. Hence,\u00a0the call\u00a0centers frequently explore ways to boost customer experience by reducing AHT. But no call center must reduce AHT by curtailing talk time.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">They\u00a0have to\u00a0focus on reducing AHT by curtailing hold time and accelerating after call work. Also, the call centers must not instruct agents to resolve customer service issues quickly. Instead, they\u00a0have to\u00a0emphasize on\u00a0reskilling and upskilling agents through training, coaching, and real-time call monitoring.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">4. Increasing First Call Resolution<\/span><\/h3>\n<p><span data-contrast=\"auto\">In addition to reducing AHT,\u00a0the call\u00a0centers also need to focus on enhancing first call resolution (FCR).\u00a0They must<\/span><span data-contrast=\"none\">\u00a0<\/span><a href=\"https:\/\/www.youtube.com\/watch?v=I7qBeKSTskw&amp;t=15s\"><span data-contrast=\"none\">boost customer experience<\/span><\/a><span data-contrast=\"none\">\u00a0<\/span><span data-contrast=\"auto\">by resolving customer service issues without requiring the customer to follow-up or make\u00a0additional\u00a0calls.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The cloud-hosted interactive voice response (IVR) solutions help call centers to increase first call resolution by implementing skill-based call transfer. They further allow managers to provide on-time\u00a0assistance\u00a0or guidance to agents using call barging and call whispering features.\u00a0But the call centers still need to implement a robust strategy to boost first call resolution.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">5. Lack of Interdepartmental Coordination<\/span><\/h3>\n<p><span data-contrast=\"auto\">Often complex customer service issues cannot be resolved without the involvement of multiple departments. The agents\u00a0have to\u00a0interact and coordinate with employees or agents from other departments to resolve the issue quickly and successfully.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">But many call centers do not focus on\u00a0facilitating\u00a0seamless interdepartmental interaction and coordination. Hence, agents often find it challenging to meet customer experience and improve customer service quality. The call centers need to ensure that an agent can access relevant information and avail relevant\u00a0assistance\u00a0without any hassle or delay.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p data-start=\"150\" data-end=\"244\"><strong>Explore more: Compare\u00a0<a href=\"https:\/\/www.acefone.com\/blog\/auto-dialer-vs-predictive-dialer\/\">predictive dialer vs auto dialer\u00a0<\/a>for smarter outbound calling.<\/strong><\/p>\n<h3><span data-contrast=\"none\">6. Preventing Customers from Posting Negative Reviews<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">The social\u00a0networks and review websites make it easier for modern customers to post negative reviews and make negative reviews become viral. The call centers cannot meet the expectations and needs of each customer.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">But they must prevent customers from posting negative reviews by making agents handle angry, dissatisfied, or frustrated customers in the most\u00a0appropriate way.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The call center training programs must focus on preparing agents to handle angry or abusive callers proactively. However, it is also important for call centers to make agents deal with angry customers without experiencing stress.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">7. Accurate and Consistent Reporting<\/span><\/h3>\n<p><span data-contrast=\"auto\">The cloud telephony solutions make it easier for managers to measure and track the performance of inbound and outbound campaigns by generating reports based on real-time information. But a manager\u00a0has to\u00a0generate a variety of reports covering specific aspects of the call\u00a0center\u00a0operations. Using a robust<\/span><span data-contrast=\"none\">\u00a0<\/span><a href=\"https:\/\/www.acefone.com\/blog\/call-center-management\/\"><span data-contrast=\"none\">call center management system<\/span><span data-contrast=\"none\">\u00a0<\/span><\/a><span data-contrast=\"auto\">amplifies this capability, giving managers centralized dashboards and better automation of report generation<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">For instance, he or she needs to generate financial reports to share information about the operational cost of the call center\u00a0to\u00a0various stakeholders. Likewise, the manager needs to generate technical reports to convey the performance of call center solutions and services. Hence, call centers need to keep\u00a0in place a strategy\u00a0to ensure\u00a0accurate\u00a0and consistent reporting.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"none\">Compare now:\u00a0<\/span><\/b><a href=\"https:\/\/www.acefone.com\/blog\/auto-dialer-vs-predictive-dialer\/\"><span data-contrast=\"none\">predictive dialer vs auto dialer<\/span><\/a><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">8. Scaling IT Infrastructure on Demand<\/span><\/h3>\n<p><span data-contrast=\"auto\">The call\u00a0centers these days run multiple outbound campaigns at a time. The marketing campaigns vary in terms of scale, requirements, and goals. Likewise, call centers often need to handle a\u00a0surge in\u00a0incoming call volume. Hence, no modern call center can function and perform optimally without using an IT infrastructure which is scalable and extensible.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Many call centers address this risk by switching to cloud telephony solutions and services. In addition to being more flexible and extensible than conventional call center tools, the cloud telephony solutions can be scaled up or scaled down on demand.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">9. Keeping Call Center Tools Up-to-Date<\/span><\/h3>\n<p><span data-contrast=\"auto\">The call center technologies keep evolving at a rapid pace. Similarly,\u00a0the call\u00a0center trends keep changing from time to time. The call centers cannot adopt emerging trends and\u00a0leverage\u00a0emerging technologies without keeping their inbound and outbound communication tools. No call center can update conventional communication tools without investing extra time,\u00a0effort\u00a0and resources.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Many call centers these days use cloud telephony solutions which are\u00a0maintained\u00a0and updated by the service providers. In addition to keeping the call center software\u00a0up-to-date, the cloud telephony service providers customize and extend the solutions according to precise call center needs.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">10. Non-Compliance<\/span><\/h3>\n<p><span data-contrast=\"auto\">As a critical risk factor, non-compliance makes call centers pay\u00a0hefty\u00a0penalty fine, incur huge legal expenses, and lose customer trust. There are many instances when the Federal Communications Commission (FCC) and Ofcom issued fine amounting to millions of dollars on call centers for data breaches and not\u00a0complying with\u00a0regulations.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">It is also important for each call center to\u00a0comply with\u00a0statutes like the Telephone Consumer Protection Act (TCPA) and information security standards like Payment Card Industry Data Security Standard (PCI DSS) to keep customer data secure and avoid paying huge penalty fines.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">11. Maintaining Data Security and Privacy<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:160,&quot;335559739&quot;:80,&quot;335559740&quot;:279}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">The call\u00a0centers these days collect a large amount of customer information on a regular basis. The information\u00a0help\u00a0call centers to boost customer experience and loyalty by delivering personalized services. But no call center can\u00a0retain\u00a0customers and mitigate reputational risk without\u00a0optimizing\u00a0data security and privacy.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Many call centers these days store data in the cloud to take advantage of the encryption mechanism and security solutions used by the service providers. However, call centers still need to implement a robust strategy to\u00a0monitor\u00a0and improve data security.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">12. Telephony Denial-of-Service (TDoS) Attack<\/span><\/h3>\n<p><span data-contrast=\"auto\">The\u00a0TDoS\u00a0attacks executed by hackers disable call centers to make inbound calls and handle inbound calls by making the telephone system unavailable. The hackers require the call centers to pay a ransom through anonymous digital payment methods to use the\u00a0telephone systems.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The call centers cannot carry out operations without preventing\u00a0TDoS\u00a0attacks proactively. They must install firewalls that come with features to filter and redirect incoming calls whenever they detect such threats.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">13. DND\/DNC List Violation<\/span><\/h3>\n<p><span data-contrast=\"auto\">The call\u00a0centers may pay fine up to $40000 for making telemarketing calls to telephone numbers registered on the do-not-call (DNC) or do-not-disturb (DND) lists. The cloud-hosted auto dialer software\u00a0help\u00a0call centers to avoid paying a hefty penalty by performing DNC\/DND list filtering.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">But the call centers need to keep the DNC\/DND list\u00a0up-to-date\u00a0to leverage the auto dialers. They must subscribe to a service that updates the DND\/DNC registry on a regular basis.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">14. Working with Temporary Agents<\/span><\/h3>\n<p><span data-contrast=\"auto\">The cloud\u00a0telephony solutions enable call\u00a0center\u00a0to manage a surge in call volume by working with remote or work-from-home agents. Many call centers these days work with temporary agents to manage the seasonal surge in call volume.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">But the temporary agents, unlike staff agents, do not pass through an elaborate screening process.\u00a0Hence, there are always chances that\u00a0the temporary\u00a0agents might misuse sensitive customer data like credit card details to carry out payment transactions.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">15. Identifying Hidden Hackers<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:160,&quot;335559739&quot;:80,&quot;335559740&quot;:279}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">While implementing call center security strategy, decision-makers often focus on\u00a0various types\u00a0of fraudsters and hackers. But they often ignore hidden hackers who can access sensitive customer data in the call center environment.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">For instance, customer data stored in the call center environment can be easily accessed by the IT support team or third-party service providers.\u00a0Hence,\u00a0the call\u00a0centers need to focus on preventing data breaches caused by such hidden hackers.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">16. Security Breaches Caused by Insiders<\/span><\/h3>\n<p><span data-contrast=\"auto\">According to Proofpoint\u2019s 2024\u00a0<\/span><a href=\"https:\/\/www.bytes.co.uk\/application\/files\/6217\/3210\/3950\/Bytes_Data_Loss_Landscape_Report_2024.pdf\"><i><span data-contrast=\"none\">Data Loss Landscape<\/span><\/i><span data-contrast=\"none\">\u00a0report<\/span><\/a><span data-contrast=\"auto\">, \u201ccareless users\u201d were the most cited cause of data loss at 70.6%.\u00a0\u00a0While 20% of respondents said a malicious employee or contractor was behind their incident.\u00a0Hence, it becomes essential for call centers to prevent data loss or data breaches caused by internal actors. These may include angry employees, curious workers, and money-hungry agents.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">While implementing a security strategy, decision-makers must explore ways to prevent security breaches caused by internal sources. They must also implement measures to combat external security threats.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">17. Lack of Budget<\/span><\/h3>\n<p><a href=\"https:\/\/www.salesforce.com\/in\/blog\/customer-service-stats\/\"><span data-contrast=\"none\">Recent research<\/span><\/a><span data-contrast=\"auto\">\u00a0shows\u00a0why customer service budgets matter. Salesforce reports that 80% of customers say the experience a company provides is as important as its products and services. While 88% say good customer service makes them more likely to\u00a0<\/span><span data-contrast=\"auto\">purchase\u00a0again. That is why more businesses now invest in service operations not only to control costs, but also to protect revenue and retention.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Some businesses still run call centers as cost centers, while others treat contact centers as profit centers. In practice, no business can improve call center efficiency or performance without\u00a0allocating\u00a0the right resources. Many businesses use cloud-based inbound and outbound communication solutions to lower infrastructure overhead, scale faster, and run contact centers more efficiently under budget constraints.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3><span data-contrast=\"none\">18. Meeting Customer Expectations Consistently<\/span><\/h3>\n<p><span data-contrast=\"auto\">Some customers are ready to pay more to avail superior service, while others abandon brands due to poor customer service. Hence, no call center can boost customer experience and\u00a0promoter\u00a0customer loyalty without delivering superior and personalized service on a regular basis.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">But call centers often find it challenging to meet customer expectations consistently. Many businesses these days leverage call center analytics to understand\u00a0behavior, expectations, and needs of individual customers. The call centers still need to explore new ways to meet customer expectations in modern times.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Often unplanned events make call centers address new challenges and issues.\u00a0The decision-makers must keep the\u00a0call\u00a0canter risk management strategy flexible enough to implement the changes\u00a0required\u00a0to handle unplanned events.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">At the same time, they need to focus on\u00a0identifying\u00a0and resolving the call center challenges individually. The strategy must focus on\u00a0identifying\u00a0both existing and emerging call center risks and providing solutions for each call center problem.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The decision-makers must review the effectiveness of the strategy periodically, along with monitoring emerging call center trends and challenges. The flexible nature of the strategy will prepare the call center to address new challenges and mitigate emerging risks early and proactively.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:240,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<section class=\"ace-sec ace-blog-detail-cta-sec ace-cta-sec\">\r\n                        <div class=\"ace-cta-elem\">\r\n                            <div class=\"ace-cta-cont\">\r\n                                <div class=\"ace-head fw-400 txt-wht\">Automate Your Call Center Risk Tracking<\/div>\r\n                                \r\n                                <div class=\"ace-blog-link ace-btn-group\">\r\n                                    <button type=\"button\" class=\"ace-btn-white-outline-alt\" onclick=\"openPopupForm();\">\r\n                                        <span class=\"ace-btn-inner-text\">Try It Now<\/span>\r\n                                        <span class=\"ace-btn-inner-icon\">\r\n                                            <img decoding=\"async\" src=\"{%basePath%}\/assets\/img\/acefone\/icons\/btn-arrow.svg\" alt=\"arrow icon\" class=\"img-fluid\">\r\n                                        <\/span>\r\n                                    <\/button>\r\n                                <\/div>\r\n                            <\/div>\r\n                        <\/div>\r\n                    <\/section>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">How to Identify\u00a0the Key\u00a0Risk\u00a0Areas of Call Centers?<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">You\u00a0can&#8217;t\u00a0manage what you\u00a0can&#8217;t\u00a0see. That sounds obvious, but most call centers are more reactive than they realize. This means they might be\u00a0responding to problems that have already materialized rather than spotting the conditions that create them. The\u00a0difference\u00a0between a reactive and a proactive\u00a0risk\u00a0posture\u00a0are\u00a0few structured habits.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Here&#8217;s\u00a0how\u00a0you can\u00a0build a risk identification practice that\u00a0actually surfaces\u00a0problems early,\u00a0not just after\u00a0they&#8217;ve\u00a0already cost you something:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">1. Build a Risk Register<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">A risk register is a living document that makes your risk landscape visible and reviewable. It captures each identified risk,\u00a0occurrence likelihood,\u00a0impact,\u00a0current\u00a0controls and who owns it. Without that document, risk awareness tends to exist\u00a0as a vague collective understanding that nobody acts on.\u00a0With it, you have something you can actually review, update, and act from.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<ul>\n<li><span data-contrast=\"auto\">Categorize risks: operational, compliance, security, financial, reputational<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559685&quot;:720,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559991&quot;:360}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Score each risk by likelihood and potential impact\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559685&quot;:720,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559991&quot;:360}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Document the controls currently in place and note where the gaps are<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559685&quot;:720,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559991&quot;:360}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Assign a named owner to each risk\u00a0(shared responsibility is usually no responsibility)<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559685&quot;:720,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559991&quot;:360}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Review the register quarterly, or after any significant incident or regulatory change<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559685&quot;:720,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559991&quot;:360}\">\u00a0<\/span><\/li>\n<\/ul>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">2. Run Periodic Risk Audits<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">Internal reviews help teams catch process gaps and outdated controls. Third-party audits go further.\u00a0They bring a level of objectivity that internal teams rarely manage, and they reliably surface blind spots that have been normalized over time. For most call centers, a quarterly or semi-annual review cadence is\u00a0appropriate. High-compliance environments\u00a0like\u00a0healthcare, financial services,\u00a0and\u00a0debt\u00a0collection\u00a0can\u00a0benefit\u00a0from monthly checkpoints.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">3. Use Call Monitoring and Analytics as Early Warning Systems<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">Your call recordings are a goldmine of risk intelligence,\u00a0if\u00a0you have\u00a0someone\u00a0who can\u00a0actually\u00a0listen\u00a0to them.\u00a0<\/span><a href=\"https:\/\/www.acefone.com\/products\/post-conversation-analytics\/\"><span data-contrast=\"none\">Speech analytics tools<\/span><\/a><span data-contrast=\"auto\">\u00a0can flag compliance keywords being missed and catch patterns in recurring customer complaints. They can also surface agent behaviors that create liability long before an incident occurs.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">AI-powered monitoring can realistically cover 100% of calls, which is a significant upgrade over the 1\u20132% that manual QA processes can handle. If your monitoring program is still sampling,\u00a0it&#8217;s\u00a0worth a serious look at what you might be missing.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"3\"><span data-contrast=\"none\">4. Scenario Planning for Unplanned Events<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">A meaningful share of call volume spikes\u00a0aren&#8217;t\u00a0seasonal,\u00a0they&#8217;re\u00a0unplanned. They usually get\u00a0triggered by product failures, service outages, viral complaints, or external events nobody saw coming. By the\u00a0time\u00a0you&#8217;re\u00a0in the middle of\u00a0one,\u00a0it&#8217;s\u00a0too late to build a playbook from scratch.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Documenting response protocols for your\u00a0most likely high-impact\u00a0scenarios is one of the\u00a0most important\u00a0preparations a call center can make. You hope you never need it.\u00a0You&#8217;ll\u00a0be\u00a0glad\u00a0it exists.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"2\"><span data-contrast=\"none\">5. Call Center Compliance Policies to Know<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">Compliance in a call center\u00a0isn&#8217;t\u00a0just about staying\u00a0out of trouble,\u00a0though that&#8217;s certainly part of it. At its core,\u00a0it&#8217;s\u00a0about running an operation that earns and keeps customer trust. The frameworks below\u00a0set\u00a0the rules of the road for how call centers can contact customers, handle their data, and\u00a0operate\u00a0with integrity.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Some of them apply broadly; others depend on your industry or the markets you serve. All of them are worth understanding.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<table class=\"table table-acefone\" style=\"font-weight: 500;\" data-tablestyle=\"MsoTableGrid\" data-tablelook=\"1696\" aria-rowcount=\"9\">\n<tbody>\n<tr aria-rowindex=\"1\">\n<td data-celllook=\"0\"><b><span data-contrast=\"auto\">Regulation<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:2,&quot;335551620&quot;:2,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><b><span data-contrast=\"auto\">What It Governs<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:2,&quot;335551620&quot;:2,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><b><span data-contrast=\"auto\">Key Requirements<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:2,&quot;335551620&quot;:2,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><b><span data-contrast=\"auto\">Potential Penalties<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:2,&quot;335551620&quot;:2,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<\/tr>\n<tr aria-rowindex=\"2\">\n<td data-celllook=\"0\"><b><span data-contrast=\"auto\">TCPA (Telephone Consumer Protection Act)<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Outbound calls,\u00a0autodialers, prerecorded messages, and marketing texts<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Prior express written consent for marketing calls\/texts; must honor opt-outs through any reasonable method<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">$500\u2013$1,500 per violation;\u00a0high risk\u00a0of class-action lawsuits<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<\/tr>\n<tr aria-rowindex=\"3\">\n<td data-celllook=\"0\"><b><span data-contrast=\"auto\">PCI DSS (Payment Card Industry Data Security Standard)<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Handling payment card data during customer interactions<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Do not record CVV numbers; encrypt cardholder data; restrict access; regular security assessments; PCI DSS v4.0 compliance<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Regulatory penalties and financial liability from card data breaches<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<\/tr>\n<tr aria-rowindex=\"4\">\n<td data-celllook=\"0\"><b><span data-contrast=\"auto\">HIPAA (Health Insurance Portability and Accountability Act)<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Handling Protected Health Information (PHI) in healthcare interactions<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Secure storage and transmission of PHI; privacy policies; compliance programs; staff training<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">$100\u2013$50,000+ per incident; possible criminal penalties<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<\/tr>\n<tr aria-rowindex=\"5\">\n<td data-celllook=\"0\"><b><span data-contrast=\"auto\">GDPR &amp; State Data Privacy Laws<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Personal data protection for EU residents and US state regulations<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Consent-based data processing; data minimization; right to erasure; compliance with evolving state laws<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Up to \u20ac20M or 4% of global revenue (GDPR)<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<\/tr>\n<tr aria-rowindex=\"6\">\n<td data-celllook=\"0\"><b><span data-contrast=\"auto\">FDCPA (Fair Debt Collection Practices Act)<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Debt collection communication practices<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Call only between 8am\u20139pm (consumer time zone); no deceptive or abusive language; respect stop-contact requests<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<td data-celllook=\"0\"><span data-contrast=\"auto\">Legal penalties and lawsuits for non-compliance<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">Final Thought<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">Call center risk management\u00a0isn&#8217;t\u00a0a project that gets finished and filed away.\u00a0It&#8217;s\u00a0an ongoing operational practice. It can influence how you hire, how you train, how you configure your technology, and how seriously you take\u00a0the\u00a0regulatory environment.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The good news is that most call center risks are manageable when\u00a0they&#8217;re\u00a0made visible early.\u00a0Start with the biggest gaps. Close them. Then make the process of finding and closing gaps a normal part of how your operation runs.\u00a0That&#8217;s what staying protected actually looks like.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Platforms like\u00a0Acefone\u00a0help support this approach by giving teams better visibility and control over their call center environment. With features such as call monitoring, recording management, and analytics, it becomes easier to spot potential risks early and\u00a0maintain\u00a0stronger compliance and operational oversight.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:80,&quot;335559739&quot;:120}\">\u00a0<\/span><\/p>\n<h2><b><span data-contrast=\"auto\">FAQs<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<div class=\"accordion ace-faqs\" id=\"aceFaqToggs\">\r\n                        <\/p>\n<p><div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead348\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ348\" aria-expanded=\"false\" aria-controls=\"aceFAQ348\">\r\n                              What is the biggest risk facing call centers today?\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ348\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead348\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\"><\/p>\n<p>Non-compliance and data security tend to generate the highest-stakes individual incidents. However, high agent turnover is\u00a0arguably the\u00a0most consistently damaging risk. It undermines service quality and erodes institutional knowledge. It also reduces training ROI and weakens team morale.<\/p>\n<p><\/div>\r\n                        <\/div>\r\n                      <\/div><\/p>\n<p><div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead6188\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ6188\" aria-expanded=\"false\" aria-controls=\"aceFAQ6188\">\r\n                              How often should a call center review its risk management strategy?\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ6188\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead6188\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\"><\/p>\n<p>You should review your risk management strategy at least once a year. In practice, annual reviews are often not enough, especially if you\u00a0operate\u00a0in a regulated industry or run a significant amount of outbound activity. For most call centers, a quarterly review is more\u00a0appropriate. Your risk profile changes as regulations evolve, technology shifts, and call volumes fluctuate, so a strategy that worked well\u00a018 months\u00a0ago may already be outdated.<\/p>\n<p><\/div>\r\n                        <\/div>\r\n                      <\/div><\/p>\n<p><div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead8536\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ8536\" aria-expanded=\"false\" aria-controls=\"aceFAQ8536\">\r\n                              How can call centers reduce agent turnover?\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ8536\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead8536\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\"><\/p>\n<p>If you want to reduce turnover, you should focus on the factors that actually influence retention.\u00a0Start by providing clear career paths so your agents can see how they might grow within the organization. Invest in ongoing training instead of limiting development to onboarding.<\/p>\n<p><\/div>\r\n                        <\/div>\r\n                      <\/div><\/p>\n<p><div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead710\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ710\" aria-expanded=\"false\" aria-controls=\"aceFAQ710\">\r\n                              What is a TDoS attack and how can it be prevented?\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ710\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead710\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\"><\/p>\n<p>A Telephony Denial-of-Service attack floods your phone infrastructure with fraudulent calls until the system can no longer handle legitimate ones. When this happens, your agents cannot answer real customer\u00a0calls\u00a0and operations can slow down or stop entirely.\u00a0To prevent this, you should use intelligent call-filtering firewalls that detect and block unusual traffic patterns. Anomaly detection systems can also alert your team quickly when suspicious activity begins. It is equally important to\u00a0maintain\u00a0a documented incident response plan that outlines how to work with your telephony provider during an attack. If you already know who to contact and what actions will be taken, recovery will be much faster.<\/p>\n<p><\/div>\r\n                        <\/div>\r\n                      <\/div><\/p>\n<p><div class=\"ace-faq-elem\">\r\n                        <div class=\"ace-faq-elem-head\" id=\"aceFAQHead9709\">\r\n                          <h3 class=\"mb-0\">\r\n                            <button class=\"ace-faq-elem-togg\" type=\"button\" data-toggle=\"collapse\" data-target=\"#aceFAQ9709\" aria-expanded=\"false\" aria-controls=\"aceFAQ9709\">\r\n                              Is AI use in call centers regulated?\r\n                            <\/button>\r\n                          <\/h3>\r\n                        <\/div>\r\n\r\n                        <div id=\"aceFAQ9709\" class=\"collapse ace-faq-elem-cont-part\" aria-labelledby=\"aceFAQHead9709\" data-parent=\"#aceFaqToggs\">\r\n                          <div class=\"ace-faq-elem-cont\"><\/p>\n<p>Yes, AI use in call centers is already\u00a0regulated\u00a0and regulatory attention is increasing. In 2024, the\u00a0Federal Communications Commission\u00a0ruled that AI-generated voices fall under the\u00a0Telephone Consumer Protection\u00a0Act\u00a0definition of artificial voices. This means you must obtain the same prior\u00a0express\u00a0written consent that is\u00a0required\u00a0for other automated calls.<\/p>\n<p><\/div>\r\n                        <\/div>\r\n                      <\/div><\/p>\n<p>\r\n                    <\/div>\n","protected":false},"excerpt":{"rendered":"<p>Running a call center is\u00a0basically an\u00a0exercise in managing controlled chaos. Calls often come in faster than they can be routed. Customer\u00a0expectations keep rising.\u00a0At the same time, the compliance landscape\u00a0seems to change\u00a0the moment you think\u00a0you&#8217;ve\u00a0got a handle on it.\u00a0 Something is always one\u00a0bad decision\u00a0(or one\u00a0bad day)\u00a0away from becoming a real problem.\u00a0 And\u00a0that&#8217;s\u00a0exactly what makes risk management [&hellip;]<\/p>\n","protected":false},"author":37,"featured_media":25805,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[185],"tags":[],"class_list":{"0":"post-22721","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-contact-center"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.4 (Yoast SEO v26.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Top 18 Call Center Risks and How to Manage Them<\/title>\n<meta name=\"description\" content=\"Managing Call Center risk factors is crucial. Learn proactive measures to ensure compliance and maintain customer satisfaction.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.acefone.com\/blog\/top-eighteen-call-center-risk-factors\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"18 Critical Risk Factors Call Centers Must Address\u00a0\" \/>\n<meta property=\"og:description\" content=\"Managing Call Center risk factors is crucial. 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