Contact centers are under increasing pressure to uphold compliance regulations. With the customers' Quality of Service and Service Level Agreements on top of governmental regulations, businesses can find it challenging to maintain compliance in every single required domain of operations. Some might even ask — how bad would it be to oversee some of the regulations and take the risk.
Connect First Blog Posts
Unlimited Data Storage and TCPA Compliance
Any call center manager will cringe when hearing ‘TCPA’. This is the main weapon the government uses to stop ‘robocalls’ (so, ‘robotexts’ and ‘robofaxes’, too) from reaching US citizens. And believe us, Americans do not take unwanted calls lightly. It is reported, that in 2014 TCPA compliance cases were the 2nd most filed type of case in federal courts in the USA. And this was even before FCC started actively enforcing this ruling. So, buckle up, if you don’t have a solution at hand to protect yourself from the FCC.
Your kids know the drill when it comes to staying up past their bedtime: They need to be seen but not heard. The moment they start making a racket, it’s off to bed. But if they play silently in the background, they may be able to buy an extra half an hour of or so of playtime.
Your contact center is a loose cannon. Agents are making thousands of outbound calls per day, and there is no guarantee that they are operating in compliance with the Telephone Consumer Protection Act of 1991 (TCPA).
Your contact center is on the up-and-up. It has an excellent reputation, always plays by the rules when it comes to the Telephone Consumer Protection Act of 1991 (TCPA) and takes great care of its customers.
This past summer, the Federal Communications Commission (FCC) revisited its Telephone Consumer Protection Act of 1991 (TCPA), and issued several important clarifications that are now directly impacting organizations.
We get it: The Telephone Consumer Protection Act (TCPA) of 1991 is a restrictive policy that limits the way you can engage with your customers. It’s a frustrating barrier that impedes your marketing capabilities.
There is one growing problem in the contact center space that is not getting as much attention as it warrants, and that is customer fraud.
That is, callers pretending to be people who they are not to either make illegal purchases or gain access to sensitive information.
Despite all of the recent attention surrounding the Telephone Consumer Protection Act of 1991 (TCPA)—that is, the law which protects consumers from unwanted solicitations in the form of text messages, automated dialers, prerecorded messages, and faxes— many contact center managers are still choosing to take a cavalier approach to TCPA regulations by being lax about their telephone solicitation policies.
For many businesses today, the Telephone Consumer Protection Act (TCPA)—a law requiring consent prior to contacting customers—is taken more as a suggestion than a rule.