Topic: Call Centers
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If we have an ADA-compliant website, ATM’s with Braille, an interactive voice response (IVR) phone system, online banking, mobile banking, and a call center, is our bank fully compliant with the ADA? Is there anything else we have to do with our phone system? I am not sure if you can advise on this without actually auditing our website and services.
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While your bank has taken many positive steps towards compliance with the Americans With Disabilities Act (ADA), we agree that we cannot determine whether your bank’s website, ATMs, phone system and mobile banking are fully ADA compliant without a specialized audit.
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Our call center is staffed by people during business hours, but we use a recording for calls received when we are closed. Are there any ADA requirements for our call center recordings?
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Yes, under the Americans With Disabilities Act (ADA), places of public accommodation (including banks) must provide auxiliary aids and services when necessary to communicate effectively with people who have communication disabilities. This mandate applies to all aspects of your customer service offerings, including your call center. The In many cases, more than one type of…
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When a person calls into our call center, are we required to disclose that the call is being recorded for quality assurance purposes?
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Illinois law generally prohibits you from recording phone calls with customers unless you meet the conditions required under one of the exemptions to that rule. 720 ILCS 5/14-2. There is an exception for use of a telephone monitoring device to record a conversation related to the solicitation, administration, or collection of a bank account, provided…