Your organization likely feels very confident about its understanding of the Telephone Consumer Protection Act (TCPA). The legislation is, after all, more than twenty years old. No outbound, customer-facing call center could have survived the past two decades without an appreciation for the impact of the TCPA.
But today’s call centers are different. They exist in a customer management world defined not simply by landline phones but by mobile devices and revolutionary digital channels. They exist in an era of evolved information gathering, evolved communication habits, evolved revenue generation tactics and evolved strategies for proactively engaging customers.
Still in effect, the TCPA now applies in ways that could not have remotely been expected, understood or appreciated at the time of its passing. It now presents a brand new—and very significant—challenge for call center leadership.
This exclusive Call Center IQ podcast, featuring Chad McCormick and Bobbi Chester of Interactive Intelligence, unpacks that challenge. It reveals the new ways TCPA is impacting call centers and how businesses need to adapt to not only survive in the present but thrive in the future.
The issue will also be a subject of the complimentary webinar "The Pitfalls of TCPA and Its Impact on Your Business: Up-Selling, Telemarketing & Collections," which takes place at 11:30AM ET on April 29. Chad McCormick, a guest on this podcast, will present alongside attorney Martha Buyer and InsideARM’s Mike Bevel. Secure your spot now!