Safeguarding people’s privacy across different communication channels is a must. The Telephone Consumer Protection Act protects people from unwanted and persistent calls. Any person, organization, or entity that carries out telephone solicitations at any capacity must abide by the rules and regulations outlined in this legislation. Failure to do so may bring hefty fines and other sanctions that could potentially jeopardize a business.
The TCPA emerged in 1991 as a direct response from the Federal Communications Commission and the Federal Trade Commission to a rising number of class action complaints about spam phone calls. Although it was created more than 30 years ago, the act has evolved to cover any new technologies that allow solicitors to send illegal automated communications. The TCPA currently covers everything from voice calls and faxes to text messages and VoIP calls.
Table of Contents
The Importance of TCPA Compliance
Customers mainly use their mobile phones and landlines for personal communication. This means any party that employs these mediums excessively for commercial purposes without any consideration for people’s boundaries can become invasive and abusive.
Respecting and protecting the consumer’s privacy in your daily contact center operations is a must to keep your business successful and profitable. Not only can violation of TCPA restrictions be costly, but they will prevent you from growing productive calling campaigns.
TCPA Violations To Know About
Because you likely make a high volume of calls every day at your contact center, disregarding TCPA regulations could become a heavy financial burden. To avoid losing customers, facing legal issues, or incurring a TCPA violation fine, you:
- Cannot contact anyone listed on the FCC Do Not Call List
- Can only text or call the consumer between 8 a.m. and 9 p.m. in their time zone
- Need express written consent from the consumer before you can call them
- Cannot use auto-dialers on mobile phones or other methods where the receiver pays for the call
- Cannot call any number considered an emergency line
- Cannot request payment by credit card or the release of additional identifying information via text message before the actual message will be revealed
- Must never send customers unintelligible or incomprehensible audio
Large bursts of calls in a short timeframe and unsolicited robocalls could lead to your contact center being blocked. Steer clear from suspicious dialing patterns and strategies that could seem spammy. This includes automatically dialing alternative customer numbers in the hopes someone will pick up.
Inadequate disclosure could also get you in trouble with the law. Make sure to make the name of your organization and the purpose of your call clear from the start.
How To Avoid TCPA Violations
Remaining in good standing with the FCC brings you peace of mind and keeps your customers happy. Be sure to keep the following compliance best practices in mind:
- Always get express written consent
- Scrub cell phones immediately to avoid accidental communications
- Keep all messages conversational, personalized, and thoughtful
- Be mindful of the difference between landline and cell phone TCPA regulations
- Use texting services that can support verified, local, 10-digit long codes
- Include clear call-to-actions (CTAs) in all communications
- Implement easy-to-use opt-out options
- Create your own do not contact list to keep track of opt-ins and opt-outs
Using an IVR dialer to carry out your contact center campaigns is allowed by the TCPA. However, you must review all prerecorded voice calls to ensure they include all the required information and adhere to the act’s guidelines. Make sure your auto dialer offers a “do not disturb” filter to prevent your team from calling clients on the FCC Do Not Call List.
Providing training to your team and keeping them updated on TCPA regulations is the best way to keep your contact center operations in good standing with the law. If you want to add an extra layer of security to your contact center, Aloware’s Power Dialer enables your sales representatives to increase the number of calls they make each day while remaining compliant with TCPA rules.
Keep Your Contact Center TCPA Compliant With Aloware
TCPA violations are no joke. Not abiding by privacy protection laws can cause you unpleasant surprises and put your business in danger. To keep everything running smoothly at your contact center, make sure you and your team follow TCPA guidelines closely. Because the TCPA gets updated frequently, remember to check for any changes that could affect the way you handle customer communications from time to time.