recorded line statement
Situation:
EVERSANA's QNCR reports highlighted a steep rise in compliance issues, 74% of calls were missing the mandatory Recorded Line Statement (RLS), posing serious legal and regulatory risks. The lack of awareness and inconsistent delivery of RLS by agents required immediate intervention.
Task:
I was tasked with developing a concise, impactful training course that educated employees on the importance of the RLS, when it must be spoken, and how to deliver it correctly. The target was to reduce non-compliance to under 15%.
Action:
I designed and developed the course using Rise 360, structuring it into easy-to-digest sections that explained the purpose and legal requirement of RLS. The course included clear dos and don’ts, voice tone guidance, and scenario-based quizzes to test agents' ability to identify when to speak the RLS and when it may not be required. I ensured the tone remained practical, relatable, and rooted in day-to-day call behavior.
Result:
The course successfully brought down the non-compliance rate from 74% to 7%. The training became a standard part of onboarding and compliance refreshers, and it was well-received for its clarity and scenario-driven relevance.