Tag Archives: Operations and Technical Consulting

Outbound Call Center and Telemarketing TCPA Case Update

By Angela Garfinkel, President

TCPA Case Update

TCPA Case UpdateOn March 16, 2018, the U.S. Court of Appeals for the D.C. Circuit released it decision in the ACA Int’l vs. FCC case, about 17 months after oral argument. The decision provided some relief for companies that use the telephone to make outbound telemarketing contacts.

The court’s decision set aside the Federal Communication Commission’s (FCC) broad definition of an automatic telephone dialing system (ATDS) and its reassigned telephone numbers ruling in 2015 but failed to provide relief for handling revocation of consent. Continue reading →

Overcoming Challenges with Telemarketing Services in 2018

By A.J. Windle, Director of Operations

Telemarketing Services Goal for 20182017 was a fun, busy, exciting, and ever-changing year in our telemarketing services company. Looking back on the year has allowed our team to focus not only on our accomplishments but also evaluate and improve on ways to overcome our clients’ challenges (the key reason we exist!).

Here at Quality Contact Solutions we partner with clients everyday who are looking for ways to help them overcome their business challenges. They turn to Telemarketing Services because they need a more productive channel than they are currently using. In some cases, they have aggressive growth goals and have heard what we can do. Some clients want to test a new strategy. Whatever the specific challenge is, at its root, is the necessity to retain and grow the business year over year. This was the biggest challenge of 2017 and with no doubt that focus will be continued in 2018. Continue reading →

Successful Outbound Call Center Project Management

By Ryan Apodac, Operations Manager and Training Leader

Managing an outbound call center marketing project is no easy task. Regardless of the countless number of project launches you have under your belt, every day is a learning opportunity. The one thing that should remain consistent from one project to the next is your utmost attention to detail. The cliché “Plan, Plan, Plan” is a simple summary of what it takes to be successful. Let’s discuss this more in depth Continue reading →

Telemarketing Services Compliance Update

PACE Announces Addition of Puerto Rico to the USA DNC Regulatory Guide

Indianapolis, IN (November 1, 2017) – The Professional Association for Customer Engagement (PACE) is pleased to announce the addition of Puerto Rico to the PACE USA DNC Regulatory Guide. The PACERegulatoryGuide.com series has been available for over 10 years and has been touted as the teleservices industry’s compliance bible.

The guide covers Federal (both FTC and FCC) and state specific telemarketing and TCPA regulations. State specific includes all contiguous states, Alaska, Hawaii and now Puerto Rico. The new Puerto Rico section includes a summary of the applicable rules with links to the applicable bills, laws or statues. Summaries by categories include several areas of telemarketing compliance such as Registration Requirements, Call Restrictions, Solicitation Disclosures, Call Monitoring rules and much more.  This information is organized by topic as well as by state/territory.

“We continue to expand the information contained in the Regulatory Guides to meet the needs of our subscribers and telemarketing compliance professionals,” said Dean Garfinkel, Administrator of the PACE Regulatory Guide.

The USA DNC Regulatory Guide is part of the PACERegulatoryGuide.com series.  Other guides in the series include the Canadian DNC Regulatory Guide and the Charitable Fundraising Regulatory Guide.

Subscribers receive timely email alerts announcing new legislation.  The guides’ interpretations take the confusion out of DNC Compliance, TCPA Compliance, wireless calling laws and telephone solicitation laws and regulations. Find exactly what you need; sorting through volumes of information is a thing of the past. Multi-state regulations are clarified quickly and easily. Interpretive text is linked directly to pertinent statutory text.

The experienced legal team at MacMurray Shuster LLP reviews compliance regulations to keep the guide current and relevant. Information is made accessible and understandable, reducing the chance of inadvertent noncompliance. eAlerts are sent to subscribers whenever the Guide is updated.

About the Professional Association for Customer Engagement

The Professional Association for Customer Engagement (PACE) is the only non-profit trade association dedicated exclusively to the advancement of companies that engage with customers via the contact center.  The promote their members’ ability to provide outstanding customer service and sales solutions delivered via omni channel communication including voice, email, chat, text and social media.  PACE provides online regulatory guides that clearly and accurately explain the ever-changing telemarketing rules and legislation. PACE regulatory guides have provided legal interpretations of all telemarketing laws for over a decade. The guide series includes the USA DNC Regulatory Guide, Canadian DNC Regulatory Guide and the (USA) Charitable Fundraising Guide. https://www.paceregulatoryguide.com.

PACE offers a suite of Compliance tools for its members;

  • PACE Regulatory Guide
    Since 2003, our guides have clearly and accurately explained the ever-changing telemarketing rules and legislation in one, easy-access online source.
  • PACE CECP Certification
    As a Customer Engagement Compliance Professional, you will be equipped with the tools to help your company navigate through compliance with confidence.
  • PACE SRO Accreditation
    A self-regulatory organization is an organization that contributes a portion of regulatory authority with governmental oversight bureaus in particular industries or professions.
  • Compliance Officer’s Forum – meets monthly via conference call. Over 100 compliance officers attend.
  • PACE DC Regulatory Compliance Summit which includes member visits to the hill and speakers from the FTC, FCC and CFPB.

 

Contact Info
Dean Garfinkel
PACE Regulatory Guide Administrator
1516-656-4191

How to be Positive in Outsourced Telemarketing Services

By Angela Garfinkel, President

Outbound telemarketing with respect integrety ethics and honesty on a sign postNo. Not interested. Thanks for your call, but no. **** No. You get the point. Working in outbound telemarketing sales can be a very difficult job. Working in telemarketing management is also hard but at least we are not the person that is told no every 5 to 7 minutes throughout an 8-hour day. Most telemarketing programs average 1 sale every 4 to 5 hours. Some really great programs get 1 sale every 2-3 hours. The very best programs get 1 sale every hour of calling. So, in an 8-hour day, that’s about 100 No’s and, at best, a hand full of yeses. Continue reading →