Call Recording Featured Article

Since it was first enacted in 1991, the Telephone Consumer Protection Act (TCPA) has been protecting consumers from unsolicited phone calls, faxes and texts. And with each passing year, new communications technologies have become part of the TCPA to ensure they are not used by organizations to violate the law. Under the watchful eye of the Federal Communications Commission (FCC (News - Alert)), businesses have been getting increasingly larger fines for not abiding by the rules outlined in the Act. The Professional Association for Customer Engagement (PACE) Washington TCPA Summit discloses the latest changes in consumer protection and risk management, and this year, 3CLogic (News - Alert) will be addressing how to effectively use technology while still remaining compliant.

As a not-for-profit organization, PACE is dedicated to advance the cause of companies that use a multichannel approach when engaging with their customers for B2B and B2C using contact centers, email, chat, social media, Web and text. Because each touchpoint could potentially violate rules of the TCPA, the summit addresses a wide range of issues as well as new regulations to ensure all interested parties are informed regarding their liabilities.

Robert Killory, Chief Innovation and Compliance Officer at 3CLogic, will be increasing awareness of how the adoption of certain technologies and procedures must be implemented with a clear understanding of a heavily regulated environment.

All any organization that doesn’t take the powers of the TCPA and the FCC seriously has to do is take a look at the recent multi-million dollar fines. Travel Club Marketing, Inc. and its owner were fined $2.96 million. The fine was for allegedly violating the TCPA by making 185 automated telephone dialing system or pre-recorded voice calls to more than 142 cellular telephone numbers, most of which were listed on the National Do Not Call Registry. The fine amounted to $16,000 per call, a costly mistake no matter how you look at it.

“New TCPA policies have greatly impacted the operational objectives of today’s businesses,” states Killory. “But these businesses need to be aware that with the adoption of certain technology and procedures, they can still be highly productive and profitable while remaining compliant in an unfriendly regulatory environment."

It is important to note, as Killory mentioned, there are solutions and technologies in place designed to protect businesses from making these costly mistakes. The 3CLogic TCPA compliant platform is specifically designed to minimize the risk of prohibited interactions between company representatives and other entities.