The life force of any contact center is its calls. Thus, it would be best if you found ways to reach your target audience quickly to gain or maintain a competitive edge. However, you mustn’t compromise the privacy of consumers, which is where the TCPA or Telephone Consumers Protection Act comes into play. Any business that handles a significant volume of inbound and outbound calls must adhere to regulations and standards or face hefty fines. In this brief guide, we’ll go over what you need to know about the TCPA.
TCPA—What is it?
As its name suggests, the Telephone Consumers Protection Act refers to rules and regulations imposed by both the Federal Communication Commission and Federal Trades Commission to keep the privacy of consumers safe and also mitigate persistent or unwanted calls. This act was made primarily as a response to the growing number of complaints regarding spam and phone call abuse. At the time it had been enacted, many devices could play pre-recorded messages and sales pitches. Because they could dial over a thousand numbers every hour, they took advantage of it.
With this act, the people who end up receiving auto-dialed unsanctioned calls could potentially collect over five hundred dollars in damages. However, it could possibly cost so much more. As it was created nearly thirty years ago, it’s gone through many changes, with updated regulations, rules, and fines. To maintain your TCPA compliance, there are a few requirements you have to remember before dialing a number.
- Avoid contacting people who are on the national DNC registry.
- Text messages should be sent only from 8 in the morning to 9 in the evening of the recipient’s local time.
- The consumer must give you their written consent prior to calling them.
- Never call or use auto-dialers on mobile devices and other mediums where consumers have to pay for them.
While keeping remembering all the TCPA protocols is a must, some specific businesses and calls will fall under the rules’ exemption like the following:
- Prior relationship. If contacts have requested informational materials or have done some business with a company for a specific period, they’re generally considered to be of prior relationship. This means you won’t have to get prior consent before contacting them.
- Specific businesses. Healthcare-related or calls from non-profit organizations are generally exempt from the rules of TCPA because they aren’t selling products or services.
- Emergency calls. Calls made because of an emergency are exempted.
Importance of TCPA to call centers
All call centers need to follow all TCPA protocols. After all, if the rules imposed are disregarded, the business may face considerable financial consequences. And repeated infractions may result in catastrophic fines companies may never be able to recover from. In other words, contact center businesses won’t be able to function if it isn’t compliant, and breaking its regulations will likely result in the company. For this reason, you need to stay up-to-date with the TCPA and stay compliant with all the regulations.