Convoso brings together legal experts to offer guidance on what current and upcoming regulations call centers need to understand, and what they can do to protect and prepare their businesses for optimal compliance. Check out our most recent webinars.
TCPA and STIR/SHAKEN | Resources to Support Compliance
Expert guidance to help maintain compliance of your call center
STIR/SHAKEN, or SHAKEN/STIR, is a set of industry regulations designed to limit robocalls, particularly caller ID spoofing. The new rules and procedures will have a huge impact on your lead gen call center due to the increased risks of call blocking. Will you still be able to reach new customers? To learn more read the summary and watch the video presentation.
Attorneys Michele Shuster and Lisa Messner of Mac Murray & Shuster share an overview of how to keep your remote call center operation legally compliant in this second of our popular Work From Home [WFH] webinar series. Summary and 30 min video presentation.
Convoso’s Click-to-Comply™ dialer product supports compliant dialing in accordance with TCPA requirements.
With Click-to-Comply, your contact center agents are required to manually initiate every call. After the call is started, the agent remains on the line throughout the call life cycle (call initiated, call connected/not connected, call ended).
In addition to supporting compliance, our Click-to-Comply solution transforms your call center’s efficiency and improves ROI. How do we do this? It’s all about our omnichannel capabilities, combined with a better way of cycling through your leads as well as powerful reporting capabilities to understand your profitability at the list and lead source level.
FCC, FTC and TCPA Compliance FAQ
What is The Telephone Consumer Protection Act (TCPA)?
The Telephone Consumer Protection Act (TCPA) was passed by Congress in 1991 to regulate telemarketing calls, auto-dialed calls, prerecorded calls, text messages, and unsolicited faxes. The Federal Trade Commission (FTC) is the consumer protection authority monitoring the National Do-Not-Call (DNC) Registry. The Federal Communications Commission (FCC) is empowered to issue rules and regulations implementing the TCPA. The Act was designed to safeguard consumer privacy by restricting companies from engaging in unwanted telemarketing communications practices and over time, the FCC interpreted the TCPA to also cover text-based telemarketing or telesales. Regulations continue to evolve and you should consult with an attorney informed about the most current rulings and how they apply to your call center operation.
How does Convoso help my business stay compliant?
Convoso helps businesses to stay in compliance with TCPA by implementing smart dialing strategies and dynamic software tools. The cloud-based platform is designed to easily manage leads and communications down to the second so that customers are in complete control of their leads and marketing efforts. Successfully navigating the world of telemarketing and its regulations is challenging without the right technology solutions. Convoso’s omnichannel contact center software drives efficiencies across leads, agents, and managers. Convoso’s powerful solution coupled with the support of our in-house team of experts helps to safeguard and guide users through best practices, so you can have confidence your dialing campaigns and SMS campaigns are operating in compliance with TCPA.
Preparing for STIR/SHAKEN
The telecommunications ecosystem is changing. There are several challenges that all outbound calling software providers will face in 2021.
What is STIR/SHAKEN? How is Convoso preparing to help customers?
By July of 2021, as mandated by the TRACED ACT, all calls are required to be authenticated/signed by voice service providers within the STIR/SHAKEN network. The only way to sign calls is through a designated carrier or voice service provider.
For this reason, Convoso has registered to become an interconnected phone carrier, which will allow Convoso to sign its customers’ calls. This also means we will take responsibility for every call made by our authenticated customers because if a carrier allows non-compliant calls to be made on its network it will lose its access to the telecommunications network. Convoso has a vested interest in being your proactive compliance partner.
Within the STIR/SHAKEN network, phone carriers will assign an A, B or C attestation, or verification, rating:
- ‘A’ represents ‘Full Attestation’ or the carrier knows the identity of the caller and knows the caller has the right to use the phone number as the calling number.
- ‘B’ represents ‘Partial Attestation’ or the carrier knows the identity of the caller but does not know if the caller has the right to use the phone number as the calling number.
- ‘C’ represents ‘Gateway Attestation’ – When A or B cannot be satisfied, C is assigned. International calls are given C attestation.
Because Convoso will have the ability to sign calls in the future, we have implemented a proactive customer due diligence program. Clients that meet the due diligence standards will be assigned an A rating and will have greater success in connecting with their intended call recipients. Companies that do not have a partner with whom they work to obtain an attestation will see poor calling campaign results. Convoso’s priority is the success of its customers – your success.
How Convoso steps up for Compliance
The telecommunications ecosystem is changing. There are several challenges that all outbound calling software providers will face in the coming year.
Convoso’s Commitment to Compliance
As your partner, compliance is our number one concern. So much so, that we are active Board of Director members for LeadsCouncil.org (an organization dedicated to ethical compliance throughout the lead generation industry).
We not only understand the Telephone Consumer Protection Act (TCPA), Telemarketing Sales Rule (TSR) and state teleservices laws and regulations, but we also actively engage with regulators, top compliance attorneys and business advocates, to the benefit of our partners.Our platform has been developed and maintained to support comprehensive compliance, providing you the ability to practice safe dialing. Our product roadmap is often dictated by the same compliance guidelines that we help to influence, so our command of keeping you safe is far superior to other less sophisticated platform providers in the industry.
Partnering with the Industry’s Top Compliance Experts
It was important for Convoso to work with a highly regarded team of legal advisors to guide us in the important matter of compliance. As a result, Convoso retained Mac Murray & Shuster and its founding partner, Michele Shuster.
Michele is a former Chief of the Ohio Attorney General’s Consumer Protection Section. She advises highly regulated businesses on a wide range of consumer protection issues and has a deep background in the teleservices industry. In her practice, Michele has deep expertise representing clients in matters before federal and state regulatory agencies. As a well-regarded compliance expert, she issues legal opinions on outbound dialing solutions and also conducts telemarketing compliance audits. Convoso regularly confers with Michele and her legal team for guidance on product development issues to ensure that Convoso’s solutions support compliant operations by its customers.
Additional Tools to Support Compliance
Convoso provides easy-to-use tools to help your business stay compliant.
Always use clean, reputable caller IDs for your new and existing calling campaigns. Convoso helps you implement effective dialing strategies to dial responsibly and, as a result, caller IDs are less likely to get flagged as Spam. We let you know if your caller IDs are being flagged by online databases and apps designed to block your calls.
Upload DNC Lists
Easily upload your list of DNC numbers into your contact database and ensure any new lists that you upload onto our system are automatically scrubbed to remove and restrict calls to the records on your DNC list. *Disclaimer: Convoso does not provide the database of DNC numbers.
Cell Phone and Landline Scrubbing
The TCPA requires call centers operating automatic dialers to get consent from the person being called from that dialer. If you don’t have consent, simply scrub your list against our database to extract cell phone numbers from your call lists. *Disclaimer: Convoso does not provide a 100% guarantee of accuracy in detecting all cell phone numbers.
Custom Call Times
Every state has different laws that regulate the hours in which a telemarketing or telesales calls can be placed. Convoso’s system comes with pre-defined rules for all states that can be easily set to automatically stop calling during their specified hours.
Call Recordings and Call Logs
Review calls to ensure your operation is staying compliant. Easily access or get recorded calls sent to you via FTP push or locate a call log to review calls for any issues with compliance.
Common Compliance Resources and Directories
Do Not Call lists, telemarketers, Call Centers and ADAD laws, rules and regulations are regulated and set by multiple government organizations (not one sole entity). Familiarizing yourself and your business with these government bodies is important to and feel free to call them to get clarification and ask questions. They also want you to stay compliant and are very helpful.
Official Government Do Not Call regulatory sites
Difference between State vs. Federal DNC laws
There are certain states that have merged their do-not-call programs with the federal DNC lists and information. However, the remaining states maintain separate do not call lists that pertain specifically to that state. Those states that manage and regulate their own states have registrants who may or may not be shared/have duplicate information with the federal list. It’s important that you review each individual state’s’ law where you’ll be calling prior to running your campaign.
Additional compliance resources
There are many compliance assistance organizations and lawyers that specialize in helping businesses with avoiding and managing issues with telecommunications compliance. These specialized advisors have hands-on experience in dealing with industry and government authorities and are familiar with a wide range of U.S compliance laws and regulations. They will be beneficial to helping companies ensure they are always prepared to avoid compliance by providing tools to help your form stay fully compliant.