Contact center compliances is must for legal intake and contract acquisition services. Call centers are the bedrock of many law firms. The legal industry requires a certain amount of confidentiality and adherence to certain guidelines. Call centers are no exception. All call centers must comply with contact center compliance standards.
Regulations for Call Center Operations
Most states in the U.S. require consent between parties in a conversation before the conversation can be recorded. Call centers must adhere to state laws and overall governing policies. It is not enough for call centers to advise the other party that they are recording, they must get consent to do so. There are specific laws and guidelines that call centers must adhere to:
Health Insurance Portability and Accountability Act (HIPAA)
The Health Insurance Portability and Accountability Act, or HIPAA, is a law that governs private health information. This includes written and electronic records. Under HIPAA rules, call center agents must be trained in how to handle healthcare-related information properly. This includes:
- Properly securing health information
- Proper storage and transfer of information
- Data security training
- Ongoing training to maintain HIPAA compliance
In addition, if a client requests that their information be safeguarded, a call center should have adequate safeguards readily available.
Telephone Consumer Protection Act (TCPA)
The Telephone Consumer Protection Act, or TCPA, is a set of regulations governed by the Federal Communications Commission (FCC). The TCPA is one of the most relevant sets of guidelines for call centers. The TCPA guidelines include:
- Call centers are prohibited from calling residential telephone numbers before 8:00 a.m. or after 9:00 p.m.
- Call center agents must identify themselves, the company they represent, and their phone number.
- Call centers must follow regulations of the Do Not Call Registry.
- Automated or pre-recorded calls are prohibited for telemarketing purposes if the consumer has not provided consent.
Call centers and/or agents who violate TCPA guidelines may be subject to legal action, including lawsuits.
The Consumer Protection Act (CPA)
The Consumer Protection Act (CPA) is a law designed to protect consumers from unfair business practices and to promote fair competition in the marketplace. It aims to ensure that consumers are treated fairly by businesses, and that they are able to make informed decisions about the products and services they buy.
The CPA provides various rights to consumers, including the right to:
- Information: Consumers have the right to accurate and truthful information about products and services, including their price, quality, and safety.
- Choice: Consumers have the right to choose from a range of products and services, and to make informed decisions about what they buy.
- Safety: Consumers have the right to expect that products and services are safe, and that they will not cause harm or injury.
- Redress: Consumers have the right to seek redress if they are dissatisfied with a product or service, or if they have been harmed by a faulty product or service.
The CPA also establishes a range of enforcement mechanisms to ensure that businesses, including call centers, comply with its provisions. The law includes provisions allowing consumers to file complaints and seek damages in court. It is important that call centers understand the CPA and abide by the rules thereof.
Do Not Call Registry
The Do Not Call registry, or DNC, is a nationwide list that consumers can add their names and telephone numbers to if they do not want to receive telemarketing calls. Call center agents should be aware of the DNC rules and avoid crossing the line into the telemarketing sphere. Call centers that violate DNC rules could face penalties of $43,000 per violation.
To avoid violating the DNC, call center agents should be trained and should stay updated on DNC lists. If they make outgoing calls, they should be limited to providing information, surveying consumers, or debt collection efforts.
Commitment to Contact Center Compliances
At Legal Conversion Center, we are compliant with all state and federal laws and guidelines. Our legal intake professionals are highly trained and supervised to ensure that our services meet the highest standards. Contact us to learn more.
