Key Call Compliance Metrics To Watch For Daily

If you’ve ever had to clean up after an agent said the wrong thing on a call, you know how fast one slip up can affect your organization. One minor script deviation or missed disclosure and suddenly you’re dealing with a regulatory audit, or worse, a possible lawsuit.

It’s not that you don’t care about compliance, you do. And so does your team, they’re just humans, and humans forget. But the regulators don’t. If that scenario rings a bell, chances are, you never want to deal with it again.

That’s exactly why we built the Compliance Risk Dashboard at Insight7.

Why We Created the Compliance Risk Dashboard

We’ve worked with a lot of teams where compliance was always important, but never actually visible. Until now.

We built this dashboard so you have an easy way get visibility into how you measure up to various compliance metrics. Essentially, the Compliance Risk Dashboard teams a clear overview of how their calls measure up against the regulations that matter most, like TCPA, FERPA, HIPAA, and even script adherence.

You no longer have to sample a few calls and hope for the best. Now, you can see:

  • How many calls violate key compliance standards
  • Which agents are consistently at risk of violations
  • Where coaching is needed
  • And which violations could cost you the most

The Key Call Compliance Metrics You Should Be Watching Daily

1. Script Deviation

Scripts exist for a reason and every time an agent goes off script, they’re putting the team at risk.

Here are some metrics to track:

  • % of calls where agents skipped or altered mandatory statements
  • Which parts of the script are missed the most
  • Which agent is consistently deviating from the script

2. TCPA Compliance

The Telephone Consumer Protection Act (TCPA) protects consumers from unwanted calls. Just one misstep, can result in fines of up to $1,500 per violation.

Here are some metrics to track:

  • Use of prohibited language
  • Score changes over time

3. FERPA Compliance

For education companies, FERPA compliance is legally required to protect student information.

What to track:

  • Sharing of personally identifiable student info
  • Agents failing to confirm the caller’s identity
  • Unauthorized data disclosures

4. Total Violations Daily

Think of this as the heartbeat of the metric. It tells you exactly how many non compliant moments happened in a day, and also which regulation they violated.

There are 3 tiers of violations on the compliance risk dashboard:

  • High priority violations
  • Mid-priority violations
  • Low priority violations

Each of these violations expand to show the call it happened on, the agent responsible, the exact quote that caused the violation, the regulation violated and a quick recommendation which can be used to coach agents on how to improve.

5. % of Calls Impacted

This metric tells you how widespread compliance issues are in your organization. It gives you clarity into whether they’re a few calls or something more systemic?

6. Average Compliance Score

This aggregates the performance across all compliance types, whether script, HIPAA, TCPA, or FERPA, and gives you a score out of 100.

Scalable Agent Coaching

One of the key benefits of daily compliance tracking is targeted coaching. Instead of generic training sessions, managers can now focus on:

  • The specific agents with high violation rates
  • The exact moments that triggered a violation
  • The compliance regulation involved
  • The recommendations for targeted agent coaching

It saves time, protects your organization, and keeps your team sharp.

Frequently Asked Questions

How often does the Compliance Risk Dashboard update with new call data?

The dashboard syncs continuously and updates daily with the latest call recordings and compliance analysis, giving you near real-time visibility.

How does Insight7 detect script deviations and compliance violations?

Using advanced AI-powered speech analytics, Insight7 scans call transcripts to identify skipped statements, prohibited language, and other compliance risks based on your configured policies.

Will the dashboard help me coach agents effectively?

Yes. It highlights specific calls, agents, and exact moments when violations occurred, along with recommended coaching tips to improve compliance.

Is the dashboard easy to use for non-technical managers?

Yes, it’s designed with simplicity and clarity in mind, so managers can quickly understand compliance trends and take action without needing deep technical expertise.

Conclusion

Companies who take compliance lightly are the ones who pay later. Teams who track it daily, coach with data and take action are the ones winning trust.. and avoiding lawsuits.

The compliance risk dashboard was built for teams who are ready to turn call compliance into their strategic advantage, try it at Insight7 today.