INSIDE VIEW
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH PAUL ST. CLAIR, CONVOSO
ILLUSTRATION PROVIDED BY ADOBE IMAGES
UNDERSTANDING FCC’ S NEW RULES
HOW BEST TO COMPLY WITH THEM. The Federal Communications Commission( FCC) has a new set of rules covering the rights of consumers to not be reached by companies without their permission. To find out more about them we reached out to Paul St. Clair, who is Head of Compliance at Convoso. Here are his explanations, insights, and recommendations.
WHAT IS THIS REGULATION / RULE AND WHAT ARE THE KEY DETAILS FOR CONTACT CENTERS?
A: The FCC issued new rules under the Telephone Consumer Protection Act( TCPA) in February 2024, making it easier for consumers to revoke consent for robocalls and texts.
PAUL ST. CLAIR
The new TCPA rules require businesses to honor opt-out requests across communication channels. The rules also require faster timelines for contact centers to process consumer opt-out requests, along with other measures that will impact contact center operations.
These rules were set to go into effect in April 2025. However, the FCC delayed by one year the aspect of the rule that required honoring opt-out requests across communication channels. This cross-channel rule is now effective beginning in April 2026.
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