Outbound calling faces changes & complex compliance requirements

Overview

Today’s contact center executives are challenged to maintain compliance with a complex array of outbound dialing regulations instituted by the FTC and the FCC, such as Telemarketing Sales Rule (TSR), the national DoNot-Call Registry (DNC), and the Telephone Consumer Protection Act (TCPA).

The following paper reviews TSR and DNC rules, and addresses the FCC’s changes to the TCPA, effective as of October 16, 2013. It discusses new TCPA regulations for ATDS (automatic telephone dialing system) calls made to consumer cellular telephone numbers. And, this paper presents outbound dialing options available with NICE inContact’s cloud contact center solution.