Compliance and Data Security Flashcards
6 cards from real Call Center Solutions practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Compliance and Data Security flashcards as text
What is the FCRA (Fair Credit Reporting Act) and how does it affect call centers in collections or credit?
Answer: A federal law governing the accuracy and privacy of consumer credit information and debt collection communications
The FCRA restricts how consumer credit information can be used and governs dispute resolution processes — call centers in banking, collections, and credit services must comply with its requirements.
What is the FDCPA (Fair Debt Collection Practices Act) and what behaviors does it prohibit?
Answer: A federal law that prohibits abusive, unfair, or deceptive practices by debt collectors, including harassment and calling outside allowed hours
The FDCPA prohibits debt collectors from calling before 8 AM or after 9 PM, using threatening language, misrepresenting the debt, or contacting a debtor at work if told not to.
What does 'role-based access control' (RBAC) mean for call center data security?
Answer: Limiting system access so each agent can only access the data and functions needed for their specific role
RBAC ensures that front-line agents can access customer records needed for their calls but cannot access financial reports, admin settings, or other agents' data, reducing the risk of data breaches.
What is a 'DNC list scrub' in outbound call center compliance?
Answer: The process of removing phone numbers registered on Do Not Call lists from outbound call campaigns before dialing
Before launching an outbound campaign, call centers must compare their call list against federal and state DNC registries and their internal opt-out list to remove numbers that cannot legally be called.
What is 'MiniMiranda' and when must it be used in debt collection calls?
Answer: A required disclosure in debt collection calls stating that the call is from a debt collector and information will be used to collect a debt
The 'Mini-Miranda' is an FDCPA-required disclosure that debt collectors must provide during initial contact, informing the consumer that the communication is from a debt collector attempting to collect a debt.
What is a 'security audit' in a call center context?
Answer: A systematic review of a call center's data security controls, access policies, and compliance measures to identify vulnerabilities
Security audits evaluate whether a call center's technical and procedural security controls (encryption, access management, training, incident response) meet required regulatory and industry standards.