What Is Legal Communication?
Legal communication covers a very broad area that ranges from telecommunications licensing to voice communication and data encryption practices. Most of the regulatory enforcement for legal communications fall under the FCC and FTC although communications laws can vary across states and local municipalities. With so many communications laws and agencies involved, it can seem like mission impossible for any business trying to stay compliant. While that is true for some businesses, for others it isn't quite as complicated an issue.
Many businesses do not span across multiple states using multiple types of communications, including needing to acquire an FCC license. Larger conglomerates perhaps but most businesses are niche focused. Meaning, they are focused on specific markets. Focusing on smaller markets greatly reduces their communications exposure.
In this article, we'll look at niche businesses as they provide for some great examples.
Legal Communication Varies By Business Type
If we turn attention to the different types of call centers and how they must follow communications laws within their niche, some of these businesses include:
- Financial firms
- Healthcare companies
- Legal law firms
- General industrial products companies
Those are just a few types of available call centers. But you can see they are all different and so are their communications. The entities that regulate them may also be different, which means the amounts of any fines and penalties aren't the same. In the background, the FCC and FTC loom as regulators for all. But once you get into the specific industries, more communications entities begin to appear, which have the power to regulate those communications as well.
Financial firms - these firms (Registered Investment Advisors or RIAs) are heavily regulated by the SEC and FINRA. They have to be very careful in their wording. Not all financial firms are RIAs. Some may be financial coaches or provide financial newsletters. For those firms, they can't provide investment advice. Doing so would be a state and federal violation. They could be fined by both.
Healthcare companies - HIPAA is the main regulating body for all healthcare related companies. These include clinics, doctors offices, hospitals, and even medical billing centers.
Industrial products companies - Industrial products can be dangerous. There's often some liquid associated with these products. Strict handling of these products is necessary to avoid bodily harm. Labeling of these products is critical to safety, as is the communication any call center might provide. Reps in these centers must be very knowledgeable about the products and strictly follow any required scripts to avoid potential lawsuits.
The above companies provide for some great examples of how legal communication is a major factor in different industries. Can call software help these companies remain legally compliant? Most call centers use communications software. In the next section, we'll see how in fact communications software does help mitigate potential legal problems.
How Does It Relate To CCaaS, UCaaS And VoIP Software?
It would be great if the communications software used in call centers could help them avoid legal communication problems. That will greatly depend on the software provider. Some providers are focused on niche industries that do require certain privacy protocols be followed.
Call center communications software can help companies remain legally compliant through the use of automation. The main priority of communications software in call centers is to correctly route calls. The software knows when a call has been answered by a rep and when someone is in a queue on hold. Reps are often required to follow certain scripts. Once the rep answers, the software will display a set of scripts specific to the product the customer is inquiring about. Reps may sometimes veer off in a conversation. Scripts are there to help keep on them on track ensure they don't say anything that might get the company in legal hot water.
Another way communications software helps with legal compliance is to play a pre-recorded script that all calls are recorded. This happens automatically once a call is connected to a rep.
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