It’s no secret that TCPA violations are popping up every day, and the cost of each is also skyrocketing. Since 1991, when the United States Congress enacted the TCPA, we have seen continually improved legislation for both call centers and consumers. However, the enactment of the TCPA has not eliminated all bad actors or violators, and it costs companies and taxpayers millions of dollars each year. Those fines for calls can range from $1.3 million to $280 million!
To lay it out, the primary function of these TCPA amendments is to limit B2C telemarketing calls to cellular numbers and to redefine what call center systems and methods of communication are considered legal. All to minimize the volume of unwanted calls consumers receive.
With changes again coming in 2020, call blocking and call labeling, we seem to be setting ourselves up for an active 2020.
Let’s take a look at some of the things call centers should be looking at for better TCPA compliance, and specifically how this could impact business operations.
Receiving prior written consent before contacting
Within the TCPA rules, a call center should obtain what is now prior expressed written consent from the other party before they can autodial a cellular number or call a landline with a pre-recorded message. E-signatures fall under this rule as well.
Maintain a DNCL as well as other privacy policies
Using technology to maintain an entity-specific DNC list is a sure fast way to keep your productivity high. Be sure to look for features that allow list scrubbing as well as other integrations that work with the FTC and Do Not Call registry.
Avoid dialing cell phones
The recent FCC ruling surrounding SKAKEN/STIR has made it easier for consumers to avoid and block calls. However, this is not a sure bet when placing outbound calls.
Provide useful and timely training to agents and staff on changes to regulation
Training your agents on effective and compliant procedures could be one the easiest ways to get your call center up to speed on compliance and the TCPA. Screen recording, call recording (redaction too), compliant scripts, etc. The list goes on. To save time and increase agent efficiency, you may consider using a workforce management tool (WFM).
Contact centers know to tread on the TCPA and other privacy standards could result in penalties and fines. Some organizations recover from these outcomes; others, particularly small operations, face risks ranging from bankruptcy to curtailing business development initiatives. Penalties and fines hurt, but the question remains as to how much they hurt in hard dollars.
To learn more about TCN’s compliant tools as well as our full suite of contact center software, download our Comprehensive Feature Guide.