What You Need to Know to be Compliant Today

January 16, 2013 Amit Kachhawa

Countless companies outsource their services to contact centers around the world. There are numerous reasons they may do this, one of them being unfamiliar with Do Not Call and other compliance matters. But what people forget is that while the operational aspects of contact center operations may be outsourced, responsibility for compliance is placed upon both the business and the contact center. When it comes to issues fundamental to the successful operation of the call center, and the business, few matter more than regulatory compliance.

This is a friendly reminder that the effective dates published by the Federal Communications Commission (FCC) regarding the amended Telephone Consumer Protection Act (TCPA) are here.

  • January 14, 2013 for the revised rule for compliance with call abandonment rates by campaign per 30 day period. Please note that the (30 days) for 47 CFR 64.1200(a)(7), contains both the call abandonment rate calculation requirements and the automated opt-out requirements for abandoned call messages.
  • January 14, 2013 for the automated, interactive opt-out mechanism for pre-recorded telemarketing calls.
  • October 16, 2013 for the requirement that prior express consent be in writing for telemarketers employing autodialed solicitation calls to wireless numbers or prerecorded solicitation calls or messages to wireless as well as residential lines.

After the October 16, 2013 requirement date listed above, the level of consent is still valid for non-solicitation calls to mobile phones for debt collection, service calls,etc. The higher consent standard will only apply to solicitation calls, prerecorded messages to mobile devices, and prerecorded solicitation messages to residential lines. Also, the new requirement to obtain “Prior Express Written Consent” before delivering any autodialed solicitation calls to any mobile device requires you to immediately begin working on compliance protocols. 

Banking and ecommerce businesses need to continue to focus on PCI compliance. In 2012, 96% of victims subject to PCI DSS were not compliant at the time of their breach. With standards open to a certain amount of interpretation by the auditor, it can sometimes be difficult for a business to interpret the language properly and achieve compliance. Businesses know they need to be secure for their customers as well as their reputation; and with more changes coming to PCI DSS in 2013, now is the best time to start working on compliance, or reassess processes that are already in place.

And do not forget about your yearly renewal of state registrations. New York has recently been added to the list so be sure you stay compliant with them.

Businesses cannot afford to be a bystander. Instead, they need to start positioning themselves now for the future.

Amit Kachhawa

Amit Kachhawa is the Assistant Vice President for Corporate Strategy. His overall experience of over 14 years has been garnered at various levels at Etech starting his journey as an OCR and thereafter, crossing many milestones and today Amit is an esteemed member of Etech Global Management Team. Amit is responsible for formulating and implementing strategic plans with focus on Digital Marketing including social media, Product Development, Business Development, Reporting and Workforce Management Analytics.