COMPLIANCE AND SECURITY
BY JIM TYRRELL, TRANSACTION NETWORK SERVICES
ILLUSTRATION PROVIDED BY ADOBE STOCK
RETHINKING OUTBOUND THREATS AND NEW RULES REQUIRE STRATEGY CHANGES.
The relentless surge of robocalls has inundated Americans to the point of exhaustion. In 2024 alone, we estimate that Americans received more than 70 billion unwanted calls.
This staggering volume has led to fewer Americans answering the phone. According to survey data in our eBook,“ Exploring the Demand for Branded Caller ID,” more than 68 % won’ t answer calls from unknown numbers.
For contact center and customer service / customer experience( CX) professionals, robocalls are proving equally problematic regarding customer engagement, retention, and management.
Innovative strategies, processes, and technologies are required to grow revenues and protect against negative bottom-line impacts.
However, bad actors lurk amid those efforts.
They continue to aggressively exploit vulnerabilities to execute fraudulent schemes, harass consumers, and impersonate legitimate enterprises to steal money from unsuspecting Americans. They are also increasingly misusing AI in their schemes.
Telecom providers, industry partners, policymakers, and regulators continue to focus on working together to mitigate robocalls and protect Americans from voice call threats. Meanwhile, contact centers face a delicate dilemma: maintaining compliance while fostering consumer engagement and safeguarding them from bad actors.
... CONTACT CENTERS FACE A DELICATE DILEMMA: MAINTAINING COMPLIANCE WHILE FOSTERING CONSUMER ENGAGEMENT AND SAFEGUARDING THEM FROM BAD ACTORS.
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