How to Build a Compliant Call Center:
Understanding and Applying FTC and State Regulations
to Your Inbound or Outbound Call Center Activities

1½-day training course, $895

Dates, Locations and Registration


Overview

The term "Telemarketing" in the FTC's Telemarketing Sales Rule continues to foster the perception that the law regulates only outbound telemarketing calls. Contrary to popular belief, inbound customer care centers are not all exempt from these rules because as soon as a representative offers an upsell to an inbound caller, regulations can apply.

In this call center training course you will learn about these critically important requirements from a team of industry legislative and legal experts. This seminar could pay for itself ten times over if you avoid just one non-compliant call.

The Telemarketing Sales Rule defines telemarketing as any "plan, program, or campaign" that uses the telephone to solicit purchases of goods or services. The definition does not distinguish between inbound and outbound telemarketing. Generally speaking, the rule is aimed at outbound telemarketing, but there are exceptions. Unfortunately, simple mistakes made by well-meaning companies could be costly: fines reach as high as $11,000 per call. Do any of your call center's activities fall under the rules?

As the FTC gathers names for the National Do Not Call Registry, and the FCC releases its updates to the Telephone Consumer Protection Act, commercial businesses are left to wade through a sea of new regulations and requirements.  Those requirements include a maximum 3% abandonment rate, a recorded message when a live operator is not available, and mandatory transmission of caller identification, among others.

Compliance has become part of the foundation of today's modern customer contact center.

  • What the current government regulations include and what legislation is under consideration
  • Whether or not regulations apply to your call center's activities
  • How to create compliant policies and standard operating procedures
  • What steps to take should your compliance comes under scrutiny

These are skills and knowledge that today's call center management professional must possess to move forward in a more complex tele-compliant world.

By participating in this 1½ day call center management training course, you'll learn:

  • What technology is needed to comply with the newest government regulations, and the rules about how to use it
  • How to know when customer or prospect list is ready to use
  • What kinds of records are needed and at what level of detail
  • What a good script sounds like
  • How to create an effective compliance policy
  • How to train your people, from call center employees to the CEO, on appropriate procedures
  • What should be in your contracts
  • How to respond to a CID
  • What the Attorney General is really asking for
  • Where to turn to for guidance

Who Should Attend

This training seminar is ideal for anyone involved in sales, marketing, operations, compliance, or human resources will benefit from the information they learn from the experts conducting this session. Also, anyone who uses outsourcing service providers needs to be aware of the regulatory requirements that will apply to the company by virtue of that outsourcing service provider.

Agenda

A Question of Coverage

Registration Requirements

  • State Registration Review
  • Do Not Call Registration

Technology Requirements

  • Predictive Dialers
  • Calling Time Restrictions
  • Caller ID
  • Call Monitoring
  • Do Not Call

Recordkeeping Requirements

  • Federal Rules
  • Purchase/Billing Rules

Additional Legal Issues

  • Inbound Rules
  • Email Rules
  • Fax Rules
  • Privacy Review

Long Term Legislative Outlook

Policies and Procedures

  • Safe Harbor
  • Compliance Centric Marketing
  • In-House Do Not Call
  • State/Federal Do Not Call
  • Interactive Session
  • Caller ID
  • Predictive Dialers
  • Privacy

Training Requirements

Scripting Requirements

  • Federal and State ID Disclosures
  • Permission to Continue
  • No Rebuttal/Record
  • Interactive Session

Contract Requirements

Key Performance Indicators (KPI's), Metrics & Auditing

The "Triangle Defense"

  • Civil Investigatory Demands
  • Primus
  • DirecTV

Word from the Front: Attorney Generals

Consumer Complaints

Private Lawsuits

American Teleservices Association State Lobbying

Take Home Tools

  • Complying With the Telemarketing Sales Rule, Federal Trade Commission
  • American Teleservices Association membership Directory
  • Presentation CD-ROM with supplemental materials

Registration Fees

The per student registration fee for this seminar is $895, and includes the seminar, course materials, lunch both days, evening networking reception, and refreshments. The seminar begins with a networking lunch at 12 noon on the first day. Class end at 5:30 PM and is followed by an attendee reception at 6:30 PM. On the second day, class begins with 8:30 AM networking breakfast and ends at 3:30 PM.

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To register, click on the "Book Now" button or please call (708) 246-0320

Seminar Schedule
Dec 4-5 Phoenix, AZ Resort Suites (Click for location info and nearby accomodations)
Jan 22
(special ½-day course)
Guatemala City Global Summit of the Americas Click for location info and nearby accomodations


Payment is due prior to the seminar.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the conference.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.

In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date.  Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.  As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

Seminar agenda subject to change.Become a certified callcenter manager

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The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251  

Copyright © 2006 Resource Center for Customer Service Professionals, LLC.  All rights reserved.
Last modified December 16, 2006