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Reassigned Phone Numbers: The “One Call” Rule Solution - Contact Center Compliance - ContactCenterWorld.com Blog

Reassigned Phone Numbers: The “One Call” Rule Solution

At the beginning of every telemarketing campaign you faithfully scrub cell phone numbers. But when your ATDS dials a cell phone are you sure the person answering is the same person that provided you with permission to call in the first place? The wrong answer could prove costly to your business as it has for many others. Even a large company like JPMorgan Chase paid a $3.75 million settlement for calling 675,000 reassigned numbers.

In today’s lawsuit-happy regulatory environment, businesses must exercise caution when interacting with consumers—even with those who provided express consent. It’s not enough to believe the phone number belongs to the consumer who gave consent. Every call you make establishes potential cause for consumers and serial litigator to initiate a lawsuit. Attorneys who specialize in filing TCPA complaints know that the FCC’s strict rules for reassigned numbers make it one of the easiest ways to justify lawsuits against telemarketers. 

What they don’t want you to know is that it is also one of the easiest for telemarketers to protect against when they partner with a qualified compliance provider. Contact Center Compliance, the industry leading compliance provider, recommends scrubbing your marketing lists against their database of reassigned numbers at the beginning of your telemarketing campaign.

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What are reassigned Numbers?

Before calling a cell phone using an ATDS, the TCPA requires consent from the current owner of the number, not the intended recipient of the call. Even responsible telemarketers who have already obtained express consent from the intended customer could be liable for a TCPA violation if the number has been reassigned to a different person.

How does number reassignment work?

Phone number reassignment refers to the event after a number has been deactivated or disconnected and then later reassigned to another person. The reassignment will typically take 90 days, but it can be faster in high-demand area codes.

100,000 phone numbers are reassigned every day.

Cell phone providers recycle telephone numbers by returning them to their pool of aging numbers for a period of time following disconnection before reassigning them to new subscribers. Approximately 35 million telephone numbers are disconnected and aged each year. Wireless carriers reassign 100,000 numbers every day.

The Telemarketer’s Responsibility

When the owner of the cell phone number changes, so does the permission tied to the number according to the TCPA. Any businesses that call cell phones with an ATDS are affected. This includes nonprofits, political, surveys, collections and telemarketing.  The law provides for $500 in compensation for calls found to be in violation and up to $1,500 for calls that knowingly or willfully violate the TCPA

The FCC’s solution is that businesses get one chance to get it right. The FCC found that “callers who make calls without knowledge of reassignment and with a reasonable basis to believe that they have valid consent to make the call should be able to initiate one call after reassignment as an additional opportunity to gain actual or constructive knowledge of the reassignment and cease future calls to the new subscriber.”

With the new “one-call” rule in place, businesses need to be extremely careful about all interactions with customers—even with those who have given express consent.

The Logical Solution

Identify reassigned numbers in your call data prior to initiating the first call.  The process is easily controlled when working with a qualified compliance provider. When it comes to protecting your business, you want nothing less than the best.

You expect an experienced compliance provider with a track record of over 10 years without fines, violations, or lawsuits. Contact Center Compliance is that company.

TCPA Verification Scrub is a service offered by Contact Center Compliance. It is a cloud-based process that quickly and efficiently determines whether the cell phone owner that gave you permission to call is in fact the same person you’re about to call.

To learn more about our TCPA Verification Scrub and other compliance services that are perfect for your business, 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 (363-5478).

Source: http://dnc.com/Reassigned-Phone-Numbers-The-One-Call-Rule-Solution

Publish Date: September 18, 2017 5:00 AM


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Amtelco

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miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

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eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.

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Synthetix

Engage with your customers in Real-Time.

Connect personally with your customers, generating new revenues and boosting CSAT scores. Synthetix Chat is the fastest way to engage your users, with a Live Key-Press Feed, ID and Verification, simultaneous chats and AI-Powered predictive suggestions, Synthetix Chat reduces averages handling times by up to 50%.
 



View more from Contact Center Compliance

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