Convoso’s Paul St. Clair Talks Compliance and Opportunity in Contact Center Pipeline

Understanding FCC’s new rules and how to best comply with them 

The Federal Communications Commission (FCC) has issued major updates to the Telephone Consumer Protection Act (TCPA), reshaping how businesses handle consumer consent for calls and texts. 

To help contact centers understand these changes and prepare for what’s ahead, Contact Center Pipeline featured an interview with Paul St. Clair, Head of Compliance at Convoso.  In the interview, Paul shares valuable insights into the implications of the new regulations and what organizations should be doing now to stay compliant and competitive.

Key takeaways from the new rules

The updated rules, announced in February 2024, expand consumers’ rights to revoke consent. Consumers can now opt out using any reasonable method. This could include a phone call, an email, a text message, or even an in-person request.

Businesses must honor those requests within 10 business days. Previously, the timeline was 30 days. This means contact centers need to act much more quickly and with more flexibility in how they receive and process these requests.

The most complex change is the cross-channel requirement. If a consumer opts out through one method, that revocation must apply across all communication methods. For example, if someone opts out by text, the business must also stop contacting them by phone or email. The FCC has postponed this part of the rule until April 2026, giving businesses more time to adapt. All other changes took effect on April 11, 2025

Why the FCC made these changes

The FCC acted in response to widespread consumer frustration. Many companies made it difficult to revoke consent by requiring narrow procedures or ignoring opt-out attempts made in reasonable ways. The updated rules address this inconsistency and aim to enforce a more consumer-friendly approach to communication.

The new framework ensures that contact centers and other business units respect opt-out signals regardless of the method used to deliver them. This marks a shift toward greater transparency and accountability in outbound communications.

The operational challenge

These changes raise real challenges for businesses that rely on outbound communication. Contact centers need systems that can capture and apply opt-outs across all channels, from voice calls to SMS to email.

Even more, businesses now must interpret what qualifies as a “reasonable” opt-out method. The FCC has not provided a detailed definition. That means companies must make judgment calls and prepare for the legal risk that comes with uncertainty.

The cross-channel requirement will require coordination across departments. It may even lead to major system upgrades or migrations so that all consumer data can be connected and synced. Companies will need to involve teams across compliance, IT, marketing, and customer service.

Best practices for staying compliant

Paul shared a set of practical recommendations to help businesses meet the new FCC requirements and stay ahead of potential litigation:

• Train all employees on the new TCPA rules, not just compliance staff

• Use systems that can track opt-outs across channels and apply them in real time

• Make sure agents and staff can act immediately on any opt-out request

• Program SMS systems to recognize and process common opt-out keywords such as stop, cancel, and unsubscribe

• Regularly audit your communication records and CRM to confirm that opt-outs are being processed correctly

• Make it easy for consumers to revoke consent through multiple options

• Work with legal counsel or compliance experts to review your policies and systems

Turning compliance into a strategic advantage  

While these new rules may seem like a challenge, they also offer a chance to improve business processes and consumer experience. Companies that respond with clarity and transparency will likely see better engagement and improved trust.

Clear opt-out methods allow businesses to focus on higher quality leads and reduce wasted outreach. At the same time, aligning teams across departments creates a stronger foundation for omnichannel engagement.

Read the full article by Brendan Read in Contact Center Pipeline.

About Contact Center Pipeline  

Contact Center Pipeline is the leading resource for contact center & CS/CX professionals. Featuring insight from the top subject-matter experts, on the most pressing contact center management topics.