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7 Point FCC Strategy to Defeat Illegal Robocalls - Contact Center Compliance - ContactCenterWorld.com Blog

7 Point FCC Strategy to Defeat Illegal Robocalls

The FCC adopted the Consumer Advisory Committee’s (CAC) recommendation for unwanted call blocking during their September 18th meeting. The intent of the seven action items is to focus on the importance of allowing voice-service providers the flexibility to address illegal robocalls in a way that does not inadvertently block legitimate business-to-consumer calls.

Background

For some perspective, we go back to March 23rd when the FCC issued their initial robocall recommendations proposal (see FCC Declares War on Robocallers). Their goal was to facilitate a process that allowed voice-service providers to block illegal robocalls. This proposal was made available for comment in a Notice of Proposed Rulemaking and Notice of Inquiry. Based on input from those in the teleservices industry, they sought to develop criteria for differentiating illegal robocalls from those which are legitimate.

“We know the problem of illegal robocalls is complicated and the solutions are many – and today’s proposals are only the Commission’s first step toward defeating this scourge.” -- FCC Chairman Ajit Pai

The FCC believed that the best strategy for achieving their goal of eliminating illegal robocalls was to work with the industry by removing regulatory roadblocks. They wanted to address competing policy considerations regarding call blocking. Their goal was to arrive at an effective solution that ensures consumer protection without hindering legal business-to-consumer communications.

On May 19th the FCC adopted the CAC’s proposal of recommend steps that the agency should take to combat unwanted robocalls. Their 11 Recommendations for Unwanted Calls covered the topics of education, enforcement, and the consumer complaint process.

That brings us to September 18th. The CAC pushed this issue to the next level by adopting their proposed recommendation to the FCC, Recommendation Regarding Unwanted Call Blocking. It included the following action items.

7 Point Unwanted Call Blocking Recommendation

Suspected Illegal Robocalls. Permit and encourage voice-service providers to block robocalls in certain specified circumstances to protect subscribers from suspected illegal robocalls.

Subscriber Requested Blocking. Permit and encourage voice-service providers to block calls when the subscriber to the originating number has requested that the calls be blocked.

Suspicious Call Origination Blocking. Permit and encourage voice-service providers to block calls (and to develop any industry practices and procedures needed to facilitate such blocking) in the following circumstances.

Calls originating from invalid numbers

Calls originating from numbers not allocated to any provider

Calls originating from numbers that are allocated to a provider but not assigned to a subscriber

Blocking Service Awareness. Encourage voice-service providers that have implemented call blocking services to inform current and potential subscribers through, at minimum, their published terms of service.

Collaborative Blocking Solutions. Encourage stakeholders from consumer and industry sectors to work collaboratively to develop processes and solutions whereby unintended blocking of legitimate callers can be remedied in a timely and efficient manner.

Optional Blocking Tools. Encourage voice providers to offer consumers optional tools to block robocalls beyond the four categories mentioned in the NPRM and NOI and make information about those options easily available to current and potential subscribers. Voice-service providers (and third-party providers) should be afforded sufficient flexibility to establish standards that can be utilized to meet this goal.

Blocking Impact Review. Study the implementation and effectiveness of blocking measures, within two years after the new rule is finalized in order to assess the impact of various blocking measures.

The meeting concluded with Matthew Berry, Chief of Staff for FCC Chairman Ajit Pai, stating that illegal robocalls are a “top priority” for the FCC, but he emphasized that attacking it would require a multi-pronged strategy. The overall consensus was that solving the problem will not happen overnight. 

CONCLUSION

We are optimistic that the intent of these recommendations is to find a balance between blocking illegal robocallers and preserving the legitimate right of businesses to communicate with consumers. Still, there is cause for concern. Even though technology within the teleservices industry has made incredible advancements over the last 10 years, there is no reliable way for voice-service providers to effectively block illegal robocalls without legitimate calls being caught in the sweep.

Every day, legitimate business-to-consumer calls are appearing on consumer phones as “suspected scam” or simply blocked. For debt collections agencies this is a critical issue that directly affects their business and needs to be considered as new call blocking technologies are being developed.

The good news for the telemarketing industry is that the FCC is aware of the problem and attempting to find a reasonable balance between consumer protection and the need for businesses call consumers for legitimate purposes. The bad news is that implementing any new regulatory solutions will take time. For now we must that expect voice-service providers will continue to provide imperfect blocking tools that catch more than illegal robocallers in their technological nets.

Similarly, a problem common to businesses that use telemarketing and ATDS is the confusion of choosing the correct TCPA “consent” requirement for calling on your leads. Contact Center Compliance has developed the simple solution for your business.  Download our free Quick Reference Guide for easy identification of the correct “consent” requirements under the TCPA based on the specific Call and Line Type of your lead data.

Your FREE complimentary compliance resource is only a click away.

Contact Center Compliance is an award winning cloud-based compliance solutions provider. Our team will work with your business to identifying solutions that enable your call center to easily adhere to the latest DNC and TCPA regulations in a cost effective manner. Sign up for a complimentary strategy session with one of our team members or contact us at support@dnc.com or call us at 866-DNC-LIST (362-5478) x116.

Source: http://dnc.com/7-Point-FCC-Strategy-to-Defeat-Illegal-Robocalls

Publish Date: September 25, 2017 5:00 AM


2020 Buyers Guide Computer Telephony Integration

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

4.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

5.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

6.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 



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