If you’re involved with call centers in any way, you’re no doubt aware of the Telephone Consumer Protection Act, or TCPA. Originally passed in 1991, this piece of legislation was designed to extend protection to consumers (by means of fines and lawsuits) from aggressive telemarketing efforts. This is something we’ve written about before.
The legislation itself has been updated on several occasions, with the most recent updates taking effect on July 10th of this year. With this update, a number of notable changes have companies concerned (some of which are appealing the new legislation).
Rather than review all of the changes, I wanted to take the opportunity to discuss how the relevant updates impact the ability for companies to offer customers a call-back. Continue reading
If you oversee a contact center, you have plenty on your plate: new agents need training, existing agents need motivating, metrics need to be tracked, vendors need to be managed, budgets need to be submitted, new trends need to be monitored. I’m sure you would rather not have to pay attention to regulatory issues on top of all that!
This blog usually covers matters relating to call center technology or customer service. Today’s post is going to take a slight diversion and look at some policy issues that are looming large on the horizon.
On October 16th, new rules from the FCC went into effect in an attempt to further curb telemarketing calls. The 
