Tag Archives: Resources

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 Find an Inbound Telemarketing Services Call Center

By Nathan Teahon, Vice President

A Blue Phone in a Blue CircleFinding an Inbound Telemarketing Services call center honestly isn’t that difficult. Finding the right Inbound Telemarketing Services call center is something that can be a little bit tricky. Also, nothing is worse than finding the wrong Inbound Telemarketing Services call center. So, let’s say that you already have a call center in mind but you know very little about their organization. Of course the first step is having a conversation with the key players within the organization. You have two primary objectives during that initial conversation. Continue reading

5 Keys for Selecting a Telemarketing Services Vendor

Telemarketing services roadmap to success

by A.J. Windle, Director of Operations

Prior to working for Quality Contact Solutions, I held a variety of positions at a Top 50 Telemarketing Services Firm including Human Resources Generalist. As an HR Generalist, I had many responsibilities and hiring the right people for the job was almost the most difficult to accomplish on a consistent basis.

Sure, filling seats isn’t hard but too many times we found ourselves fitting a square peg into a round hole. I learned the hard way that it is so important to take time and to be patient to identify the right person for the job. I think the same is true for selecting a call center vendor partner for outsourced telemarketing services. Here are the five key categories to evaluate when hiring a call center partner. Continue reading

5 Client Lessons Learned in Telemarketing Services

by AJ Windle, Director of Operations

Telemarketing-serives-and-happy-clientsI’ve been working in the Telemarketing Services Industry for the last 15 years and one of the most rewarding aspects of this industry is that every day is different. Every client is different and I get to learn from these differences which has allowed me to grow.

They say it is the experiences we have that piece together who we are and I believe this to be true. I’ve worked with a lot of clients over the years and have learned a lot of valuable lessons. These lessons have been learned through wins and losses, all of which now help me to make the best decisions I can for our clients. Let me take a minute and share some of these valuable lessons I’ve learned throughout my years in outbound marketing. Continue reading

Outbound Marketing Programs Perform Better in the U.S.

by Nathan Teahon, Vice President

Outbound-marketing-man-wearing-a-headsetThroughout the years, the debate on offshoring telemarketing services has always flamed hot. The trend of offshoring itself has ebbed and flowed substantially over the last 15 years. Obviously, the main argument for offshoring is the price point. If you can get your campaign completed at a third of the cost, why wouldn’t that be attractive? Now, every program is different and has its own set of requirements, and everyone has to weigh the pros and cons in every situation. However, when it comes to outbound marketing, utilizing U.S. based call centers will almost always provide a better ROI, even if the upfront cost is higher. Continue reading