Category Archives: Compliance

Are Nonprofits & Associations Exempt from the DNC List?

By Rich Hamilton,  Director of Marketing & Product Development

Regulations graphThroughout the course of my time here at Quality Contact Solutions, whether it is helping to set up a telemarketing program for a client or auditing a call center for telemarketing compliance to federal and state laws, I have observed that there is some confusion about whether or not nonprofit organizations or associations are exempt from the National Do Not Call Registry. Let’s clarify the confusion by starting at the beginning. Continue reading

A PCI Certified Level 1 Call Center will better protect your customer’s data

by Rich Hamilton,  Director of Marketing & Product Development

Technolgy with securityYou’ve made the decision. Your organization is seeking an outsourced call center to work on your behalf. Outsourced call centers are often referred to as Service Agencies, Telemarketing Vendors, or Business Process Outsourcing (BPO). Regardless of what they are called, many factors will need to be considered, including call center size, location(s), management, technology capabilities and experience with different types of calls such as helpdesk, customer service or sales. One factor that should not be overlooked is Information Security. How secure will your customer data be with a potential call center? Let’s look at how a PCI Certified Level 1 Call Center will be able to best protect your customer data as opposed to a call center that is not PCI Certified Level 1. Continue reading

Telemarketing Still in the FCC and FTC Crosshairs: PACE Recap

By Angela Garfinkel, President and Founder of Quality Contact Solutions

Picture of Angela Garfinkel and Dean Garfinkel with Tucker CarlsonThe 2016 PACE TCPA Summit was business as usual for most of the 300+ attendees. Special guest speakers included Mark Stone from the Federal Communications Commission, Lois Greisman from the Federal Trade Commission and Tucker Carlson, Fox News Co-Host. In addition, a host of legal experts and compliance consultants shared their viewpoints on how to best protect and defend against a TCPA class action lawsuit. “How to place telemarketing calls to wireless phone numbers (legally)” is still the number one issue facing the outbound telemarketing industry. And the answer isn’t that simple. If you have prior express written consent, there is still two large issues: “Revocation of Consent” and “Reassigned phone numbers”. If you don’t have prior express written consent, you can place telemarketing calls if you use the correct technology – a non-Automated Telephone Dialing System (non-ATDS). But what is a non-ATDS? Even experts don’t agree. Continue reading

Outbound Marketing Wireless Success Story

outbound marketingBy Heather Dubas, Operations Manager

Imagine that sinking feeling you get when you see the alerts and hear the warning sirens that bad weather is approaching. Those of you in the Midwest particularly will know what I am talking about. You realize a storm is heading right for you, and you worry, and try to think of everything you can do to prepare for the worst, but really just hope it will pass quickly. A feeling of helplessness overcomes you and you cannot even fathom what you will do to clean up the mess.

An equally destructive storm hit the outbound marketing industry on July 10, 2015 when the Federal Communications Commission (FCC) released its Telephone Consumer Protection Act (TCPA) Declaratory Ruling. The biggest challenge that came with the TCPA Declaratory Ruling was the way that wireless numbers could be dialed. An autodialer (predictive dialer), the most efficient and cost effective way to make telemarketing calls, was no longer allowed to contact wireless numbers in many cases. A new way to reach these customers needed to be implemented. Life as we knew it the world of telemarketing would never be same, and we had to adapt to a new normal. Continue reading

Maintaining Compliance with your Telemarketing Services

PACE

An important part of telemarketing services is being compliant with all related telemarketing laws and regulations. We want to share an article written by Karl Koster, Chief IP Counsel of Noble Systems and one of the National Board of Directors of PACE, the Professional Association for Customer Engagement about some of those proposed changes:

The FCC has been recently soliciting comments on a petition (the “Bank” Petition) asking whether home telephone numbers, when used for home business purposes, should be considered as a “residential line” under the TCPA. With the increase in home businesses, it is not surprising that some individuals are ‘repurposing’ their home telephone numbers and advertising them for business purposes, including printing their home number on business cards, providing their home number on business forms, publishing the number on the business’s web site, etc. Why are they doing this? Probably not for the convenience, since having other family members making/receiving calls on that same number is likely to be a distraction to the business. We all know the real reason: to reduce costs to the business. This is even admitted by the individual who filed the petition to the FCC! Continue reading