Stay informed to remain compliant, protect your reputation and keep your calls answered.
Every call center should be aware of compliance laws. While the TCPA and DNC are known by almost everyone, there are industry and regional specific compliance regulations that could affect your business. Here are some of the major call compliance laws you should know about.
"Vishing", or voice phishing, are scams conducted via telephone to try to defraud consumers. Typically these employ caller ID spoofing or SMS spoofing to try to appear legitimate. While legislation to stop robocalls has been passed, this hasn't stopped the millions of scam calls annually.
Blended call centers provide opportunities to improve the customers' experience. Automated call routing and skill based routing ensures customers reach agents with the appropriate skill level to resolve issues. Outbound calls also benefit agents from enhanced data forecasting.
Robocalls continue to be a nuisance despite increased legislation. As a result, players in the telecom industry are developing technology that can block spoofed calls before they connect to the end user. The key to this technology is by authenticating the call origination of a phone call.
Purchasing numbers for your call center can feel like a fresh start for dialing. However most of the numbers purchased have likely been recycled. This can leave your business susceptible to dialing from numbers previously flagged and damage your reputation from the bad practices of the former owners.
