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Call Centers Get Help With Updated TCPA Rules
IVR Featured Article

Call Centers Get Help With Updated TCPA Rules

 
January 15, 2015

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  By TMCnet Staff
 


The Telephone Consumer Protection Act, or TCPA, has been a boon for homes and businesses that are tired of receiving unsolicited calls. But for companies whose main business is making such calls, the TCPA has been a challenge at best, and a large pain at worst. Still, there is help available.


The latest offering comes from 3CLogic (News - Alert), which just announced release of an enhanced version of its TCPA-compliant platform. The release is in response to the latest updates to TCPA Regulations.

“While automatic telephony dialing systems still play a big role in both sales and customer service, the need to recognize and adapt to new TCPA policies is no less important”, said Robert Killory, Chief Customer Officer of 3CLogic. “[That’s] why we created a platform to help facilitate our customers’ ability to remain compliant while still providing a leading contact center solution to meet the communication demands of today’s consumer.”

The new platform has a number of features allowing businesses to distinguish call campaigns between TCPA and Non-TCPA projects. Among the highlights:

  • Supervisors and agents can seamlessly transfer between TCPA and Non-TCPA-enabled projects;
  • When working with TCPA-enabled projects, outbound calls, including manual calling within the dialer, are prohibited but still display lead information for easy agent reference;
  • Inbound calls can still be received regardless of the type of project an agent is assigned.

The offering is similar to “SoundBite” from Genesys (News - Alert), which goes even further, enabling contact centers to mitigate risks and meet compliance with requirements such as FDCPA, TCPA, FCRA, the UK Data Protection Act, PCI (News - Alert) DSS and GLBA. SoundBite partners with clients to create strategies that enable contact center compliance, resulting in increased control, improved efficiencies, lower costs and more outreach opportunities. 

Any option should be worth considering. The monetary consequences for violating TCPA regulations can be significant, ranging between $500 and $1,500 per instance, depending on the extent of the violation.



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