Call centers are the bedrock of many law firms. While attorneys focus on complex legal matters, they can rest assured that leads and potential new clients are receiving excellent customer service and are being provided necessary information. At Legal Conversion Center (LCC), we understand that he legal industry requires a certain amount of confidentiality and adherence to certain guidelines. Call centers that partner with law firms are no exception. From our many years of experience as a specialized legal call center, we have learned there are five primary call center compliances a call center must follow.
5 Compliances that Call Centers Must Follow
There are specific laws and guidelines that call centers must adhere to, including the Consumer Protection Act (CPA), the Health Insurance Portability and Accountability Act (HIPAA), the Telephone Consumer Protection Act (TCPA), U.S. labor laws, and more. Take a look.
Consent Standards
Most states in the U.S. require consent between parties in a conversation before recording a call. Call centers must adhere to state laws and overall governing policies. It is not enough for call centers to advise the other party that they are recording, they must get consent to do so.
Health Insurance Portability and Accountability Act
The Health Insurance Portability and Accountability Act, or HIPAA, is a law that governs private health information. This includes written and electronic records. Under HIPAA rules, call center agents must receive training in how to handle healthcare-related information properly. This includes:
- Properly securing health information
- Proper storage and transfer of information
- Data security training
- Ongoing training to maintain HIPAA compliance
In addition, if a client requests that their information be safeguarded, a call center should have adequate safeguards readily available.
Telephone Consumer Protection Act
The Telephone Consumer Protection Act, or TCPA, is a set of regulations governed by the Federal Communications Commission (FCC). The TCPA is one of the most relevant sets of guidelines for call centers. The TCPA guidelines include:
- Call centers cannot call residential telephone numbers before 8:00 a.m. or after 9:00 p.m.
- Call center agents must identify themselves, the company they represent, and their phone number.
- Call centers must follow regulations of the Do Not Call Registry.
- Automated or pre-recorded calls are prohibited for telemarketing purposes if the consumer has not provided consent.
Call centers and/or agents who violate TCPA guidelines may be subject to legal action, including lawsuits.
The Consumer Protection Act
The Consumer Protection Act (CPA) is a law that protects consumers from unfair business practices and promotes fair competition in the marketplace. It aims to ensure that consumers are treated fairly by businesses, and that they are able to make informed decisions about the products and services they buy.
The CPA provides various rights to consumers, including the right to:
- Information: Consumers have the right to accurate and truthful information about products and services, including their price, quality, and safety.
- Choice: Consumers have the right to choose from a range of products and services, and to make informed decisions about what they buy.
- Safety: Consumers have the right to expect that products and services are safe, and that they will not cause harm or injury.
- Redress: Consumers have the right to seek redress if they are dissatisfied with a product or service, or if they have been harmed by a faulty product or service.
The CPA also establishes a range of enforcement mechanisms to ensure that businesses, including call centers, comply with its provisions. The law includes provisions allowing consumers to file complaints and seek damages in court. It is important that call centers understand the CPA and abide by the rules thereof.
Do Not Call Registry
The Do Not Call registry, or DNC, is a nationwide list that consumers can add their names and telephone numbers to if they do not want to receive telemarketing calls. Call center agents should be aware of the DNC rules and avoid crossing the line into the telemarketing sphere. Call centers that violate DNC rules could face penalties of $43,000 per violation.
To avoid violating the DNC, call center agents should receive training and stay up-to-date on DNC lists. If they make outgoing calls, there should be limits, such as providing information, surveying consumers, or debt collection efforts.
Legal Conversion Center’s Commitment to Compliance
At Legal Conversion Center, we are committed to being compliant with all state and federal laws and guidelines that apply to our services and industry. LCC’s entire team is committed to upholding these 5 essential call center compliances, as well as any other regulations that support our mission and values. Our legal intake professionals are highly trained and supervised to ensure that our services meet the highest standards. If your law firm is looking to partner with a call center that can take your firm to the next level, contact LCC to learn more.
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