Despite outbound calling jokes, there is no denying that it’s an important business strategy. Outbound campaigns are used for collections and proactive customer contact, automated messaging and scheduled recalls. These outbound calls can provide improved customer contact through automated dialing based on business rules and maximized agent productivity through call progress detection.
The challenge for businesses is that outbound calling isn’t as cut and dried as it used to be. In May, federal researchers reported that for the first time in history the majority of U.S. homes (50.8%) rely on cell phones alone for a telephone connection, without a landline. As landlines become the exception instead of the rule, companies must contend with the Telephone Consumer Protection Act (TCPA).
If companies contact customers on their wireless devices without explicit consent (hint: having a business relationship with them is not enough), they risk not being compliant with TCPA regulations.
Last week my social media feed was filled with posts about a class-action lawsuit related to TCPA violations in which a marketing company representing three cruise lines made outbound calls over the course of nearly five years without consent. The total fines will range between $7 million and $12.5 million, depending on the number of claims submitted.
If you’re not compliant, don’t make a $7 million mistake. Find out what steps you need to take to reduce the risk to your business here.
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