Call center regulations are complex. The Fair Debt Collection Practices Act (FDCPA), for instance, requires debt collectors to disclose the purpose of their written or oral communications at the start of every contact (the mini-Miranda). Additionally, the FDCPA has strict requirements that stipulate when, where, and with whom a debt collector may communicate with consumers. All of these requirements aim to protect consumers from unfair debt collection practices. As the debt collection industry continues to grow, more debt collection agencies turn to interaction analytics to improve agent performance while also mitigating compliance risks.
There are myriad other regulations that apply to call centers as well, from the TCPA (Telephone Consumer Protection Act) to HIPAA (the Health Insurance Portability and Accountability Act of 1996) to myriad state-specific regulations. Still, call center regulations aren’t perfect, and there’s plenty of room for improvement. To find out what today’s consumers, businesses, and call centers would improve about call center regulations, we reached out to a panel of call center pros and business leaders and asked them to answer this question:
“If you could wave a magic wand to improve one aspect of call center regulations, what would it be?”
Joe Laskowski was one of the 19 featured business leaders and experts asked to answer CallMiner’s question:
Joe Laskowski is the Managing Partner and Chief Marketing Officer at Higher Ed Growth and LeadsCouncil board member. Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education.
“Adhering to regulations is an integral part of all call center activities…”
And the Telephone Consumer Protection Act (TCPA) certainly outlines some of the most important requirements. From reassigned number liability to revocation of consent, the TCPA continues to be re-examined in the courts. The present-day rulings shape the environment in which call centers can engage with leads, and it is important for call centers to stay on top of changes.
One pain point for call centers in particular? The variability in TCPA consents. Many clients require specific TCPA statements for their brand, which is hard to scale and automate. It would be more effective for centers to have one client-approved TCPA that can dynamically integrate brand names. It is a much more seamless process for agents and reduces the risk of TCPA statements being missed or misread.
Read all of the responses to call center improvement on CallMiner.com: https://callminer.com/blog/19-experts-reveal-the-one-aspect-of-call-center-regulations-theyd-improve/