Delivering the keynote address at the ACA International Fall Forum in Memphis, Mr. Kapoor stated that the industry needed to regulate its own activities aggressively and invited the ACA to take the lead in creating a set of standards to be adopted by the industry.
“The call center industry is one of the largest employers in the United States, and it is experiencing torrid global growth,” said Kapoor. “However, the industry has a sullied reputation because it is perceived as being lax with respect to compliance. We must come together to tackle the problems that are within our power to fix if we wish to avoid having our hands tied by regulators.”
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