The Telephone Consumer Protection Act (TCPA) continues to be one of the most critical regulations governing call center operations. With increasing fines and evolving compliance requirements, businesses must stay ahead to mitigate costly penalties and maintain consumer trust. In this blog, we’ll explore the key aspects of TCPA compliance, best practices for adherence, and how CallShaper’s advanced technology can support call centers in meeting regulatory standards.

Key Compliance Considerations

Understanding TCPA Regulations

The TCPA, enforced by the Federal Communications Commission (FCC), sets strict guidelines on telemarketing calls, auto-dialers, prerecorded messages, and SMS marketing. Some of the most important TCPA compliance requirements include:

  • Obtaining Prior Express Written Consent: Businesses must have explicit written consent from consumers before making telemarketing calls using an auto- dialer. Companies should utilize a consent platform that records and stores the consent certification from the URL where the consumer provided consent.
  • Maintaining Do-Not-Call (DNC) Lists: Companies must honor the National Do-Not-Call Registry and maintain internal DNC lists to avoid contacting consumers who have opted out.
  • Call Time Restrictions: Telemarketing calls are restricted to between 8 AM and 9 PM local time for the recipient.
  • Call Identification: Businesses must provide clear caller identification, including the company’s name and contact details.
  • Reassigned Number Database Compliance: To prevent calling reassigned numbers without consent, businesses should regularly scrub their contact lists against the FCC’s Reassigned Numbers Database.

Best Practices for Staying Compliant

To ensure compliance with TCPA and mitigate regulatory fines, call centers should implement the following best practices:

  • Use Compliant Dialing Technology: Implement a dialing system that distinguishes between mobile and landline numbers, ensuring that calls to mobile numbers comply with consent requirements.
  • Maintain and Regularly Update DNC Lists: Routinely check and update internal do-not-call lists and cross-reference with the national DNC registry.
  • Obtain and Document Express Written Consent: Store records of customer consent, including timestamps and consent details, for legal protection. Utilizing a consent platform that records and stores the consent certification from the URL where the consumer provided consent adds another layer of compliance security.
  • Implement Call Monitoring and Training: Regularly monitor calls for compliance violations and train agents on TCPA regulations and best practices.
  • Leverage TCPA Compliance Software: Utilize technology to automate compliance processes, such as real-time scrubbing of contact lists and recording consent logs.

How CallShaper Helps with Compliance

CallShaper provides a robust, cloud-based contact center solution designed to support TCPA compliance. With built-in features tailored for regulatory adherence, CallShaper helps businesses mitigate compliance risks while optimizing call center performance.

Key Compliance Features of CallShaper

  • Automated DNC List Management: CallShaper’s system automatically updates DNC lists from your calling activities, ensuring that businesses do not inadvertently call numbers that have opted out, and allows you to access other DNC lists such as the National DNC list or lists from other vendors calling on your behalf.
  • Consent Tracking & Call Recording:
    • The platform records customer verbal consent and stores call logs for audit purposes, making compliance easier to verify where verbal consent is all that is required. However, verbal consent alone is generally not sufficient to comply with the TCPA.
    • “Prior Express Written Consent” is required for telemarketing calls made to cell phones using an (ATDS). This means the consent must be in writing, even if it’s an electronic signature.
    • Additionally, CallShaper integrates with consent platforms that document and store the consent certification from the URL where the consumer provided consent, ensuring full regulatory compliance.
  • Intelligent Dialing Technology: CallShaper’s advanced dialing system helps ensure that calls are placed in compliance with TCPA regulations, preventing unauthorized calls to mobile numbers without consent, managing time zone requirements and recommending holiday calling restrictions.
  • Real-Time Compliance Monitoring: Supervisors can monitor calls in real time, flagging potential compliance violations before they become costly issues. CallShaper also integrates with AI QA platforms allowing systematic screening and review of all of your calls.
  • Customizable Call Rules: Businesses can configure CallShaper’s settings to comply with specific TCPA and state regulations, ensuring tailored compliance strategies.

Conclusion

With the growing complexity of TCPA regulations and increased scrutiny from regulators, call centers must prioritize compliance to mitigate fines and maintain consumer trust. By implementing best practices and leveraging technology solutions like CallShaper, businesses can confidently navigate TCPA requirements while enhancing operational efficiency.

Interested in learning more about how CallShaper can help your business stay TCPA compliant? Download our full TCPA Compliance Guide here to get started, or Contact CallShaper today to schedule a demo and discover how our solutions can streamline compliance and improve call center performance.

Download our full TCPA Compliance Guide

 

Disclaimer: The information provided in this blog is for informational purposes only and does not constitute legal advice. Compliance regulations frequently change, and businesses should consult a qualified attorney or compliance expert before making regulatory decisions. CallShaper provides technology solutions to enhance contact center efficiency and compliance but does not offer legal representation or compliance certification.

AI Disclosure:This article was generated with the assistance of AI and reviewed by industry professionals to ensure accuracy and compliance.