TCPA COMPLIANCE

WHAT IS TCPA?

TCPA, or the Telephone Consumer Protection Act, is a federal statute that restricts telephone solicitations (e.g., telemarketing) and the use of automated telephone equipment. It is enforced by the Federal Communications Commission (FCC). The Telephone Consumer Protection Act restricts telemarketing communications via voice calls, SMS texts, and fax in order to protect consumer privacy. 

The Telephone Consumer Protection Act was signed into law in 1991 as a response to a growing rise in unregulated and harassing telemarketing calls and faxes. The Act limits the use of pre-recorded voice messages, automatic dialing, SMS, and fax. Without explicit customer consent, companies must adhere to strict solicitation rules, solicitors must honor the National Do Not Call Registry, and subscribers may sue a company that does not follow TCPA guidelines. Any violations may result in a fine of up to $500 per violation from the Federal Communications Commission. In some cases, the fines from the FCC may be in the tens of millions for violation of telephone solicitation laws. 

When telemarketers make calls, there are rules that they must follow, as determined by the FCC, when interacting with the caller: 

  • Unauthorized Billing: Before they submit your billing information for payment, telemarketers must get your full consent to be charged.Reduce 
  • Abandoned Calls: Telemarketers are required to connect your call to a live sales representative within two seconds of the customer’s greeting. This will reduce the number of abandoned calls that telemarketers might give out when utilizing automatic dialing equipment 
  • Caller ID: Telemarketers must have their telephone number visible to the caller ID service when calling a customer. This protects customer privacy while increasing the telemarketer’s accountability 
  • Payment Restriction: It is illegal for telemarketers to ask callers for payment via cash-to-cash money transfer, payment through PIN from cash reload cards, and payment through bank account information. 

Consumer protection is essential under TCPA compliance and should be a primary focus of any business that communications with customers through the telephone.

TCPA AND BRIGHT PATTERN 

Bright Pattern’s contact center software has many features that are implemented to ensure that your contact center and agents are adhering to TCPA laws and FCC regulations. One major feature for TCPA compliance that Bright Pattern has is having a completely separate server for dialing. This separate server removes the capacity to perform automated dialing and robocalls, creating a safeguard that ensures that agents can’t autodial clients and break TCPA regulations. By using Bright Pattern’s built-in dialer, companies can avoid litigation from the FCC or customers by remaining in compliance with the rules of outbound calling and telemarketing. As an additional safeguard, Bright Pattern’s contact center software, if used through the separate server, requires agents to manually initiate the call. This gives companies the tools they need to keep their contact centers compliant and confident when managing successful outbound calls. 

Bright Pattern’s software integrates with all third-party services that check your list against “Do Not Call” lists in accordance with TCPA laws and FCC regulations. This ensures that telephone numbers that are on these lists will not be called. Services like PossibleNOW, Contact Center Compliance, and Gryphon are all able to be used with Bright Pattern to ensure that DNC lists are being followed and that there are no violations against TCPA law.

omnichannel contact center software

BRIGHT PATTERN – OMNICHANNEL, SEAMLESS, ADVANCED CONTACT CENTER SOFTWARE

Bright Pattern’s contact center software is the most advanced omnichannel contact center software on the market. Provide seamless customer experience and empower your agents through our powerful omnichannel solutions. Click here to read more about our powerful omnichannel solution or check below to see a list of key features that our contact center software offers:

  • Campaign Management
  • True omnichannel
  • Inbound call center
  • Outbound call center
  • Blended call center
  • Integrates with all CRM platforms
  • All digital channels (e.g., chat, email, SMS/MMS, messengers, video, etc.)
  • Automatic call distribution (ACD)
  • Single customer view
  • SMS/MMS
  • Computer telephony integration (CTI)
  • WFO/WFM Integration
  • Screen-pop functionality
  • Intelligent call and digital routing
  • Integrated Voice Response (IVR)
  • Omnichannel quality management 
  • Click-to-call, click-to-chat capability
  • Predictive, progressive, automatic, and preview dialing
  • Single sign-on (SSO)
  • Rich administration and supervisor tools
  • AI capabilities 
  • Call recording
  • Screen recording
  • Built-in knowledge base
  • Omnichannel Agent Desktop
call center software bright pattern

ALL FEATURES OF BRIGHT PATTERN SECURE OUTBOUND CALLING

Here is a comprehensive list of all features of Bright Pattern’s Secure Outbound Calling software:

National/State DNC and Mobile Numbers:

  • Automated periodic upload of scrubbed lists
  • Record expiration (end of scrubbing grace period)
  • Record expiration (end of opt-in period)
  • Record expiration (end of EBR period)
  • Expiration metrics (real-time)
  • Expiration metrics (historical)
  • List management API

Curfew Hours:

  • National level
  • State/province level
  • Defaults per current regulations (US)
  • Safe calling hours

Compliant Messaging:

  • Opt-out scenario template
  • Pre-recorded voice messages (individual)
  • Pre-recorded voice messages (campaign-level)
  • IVR conference-in
  • Customizable web forms
  • Call monitoring
  • Call recording

Other:

  • Immediate call release when customer hangs up
  • Multiple DNCs in one campaign
  • DNC changes via API
  • Automated export of campaign results and Recordings
  • Multiple caller IDs for one campaign

Auto-dialers Specific:

  • Dial rules by phone type
  • Manual preview calls (dial always activated by agent)
  • Restricting tenant’s outbound campaigns to preview-only at provider level (in Limits)
  • Re-direct of abandoned (unattended) calls to IVR
  • Compliant opt-out scenario template
  • Real-time metrics for abandoned (unattended) calls
  • Historical metrics for abandoned (unattended) calls
  • Alert for abandonment rate exceeding threshold
  • Manual regulation of campaign calling rate
  • Minimum number of rings/seconds before disconnect

Internal DNC Lists:

  • Direct “do not call” requests
  • Record exclusion DNC with periodic updates
  • Geographic DNC (state, area code, postal code)
  • DNC export manual

ENTERPRISE CONTACT CENTER SOLUTION

The choice of enterprises of all sizes and across various industries

BRIGHT PATTERN’S COMPREHENSIVE SECURITY FEATURES

Bright Pattern’s contact center software has comprehensive security features that ensures the software is secure and customer’s personal data is kept confidential in accordance with GDPR regulation. Bright Pattern’s contact center software is TCPA, GDPR, HIPAA, and PCI compliant. Learn more about Bright Pattern’s compliance with other regulations here.