Call centers are often the face of customer service. Many large organizations maintain call centers to make outbound calls and intake incoming calls to help customers any service available. Although some call centers focus on just customer service, and some focus on cold calling, there are still phone protocols and basic etiquette that is needed in the world of a call centers in any company.
Telephone Consumer Protection Act
Outbound call centers, must abide by the Telephone Consumer Protection Act. The TCPA regulates when and who telephone solicitors may call. Call centers must follow the TCPA regulations, such as not calling residential numbers before 8 a.m. or after 9 p.m. On each call, the caller must disclose information to the recipient including who he or she represents, his or her name and the telephone number that they are calling from. Also, call centers must honor anyone on the do-not-call registry.
Department of Labor Regulations
Most call center employees work for an hourly wage. The U.S. Department of Labor enacted the Fair Labor Standards Act, containing several provisions regarding hourly workers. Per the FLSA, the employer must pay at least the national minimum wage, unless otherwise if the state has a higher minimum wage. Another regulation requires that any hourly employee who works more than 40 hours per week must receive pay equal to one and one-half times their regular hourly wage.
Call centers provide customer service for their clients and any questions or concerns that they may have. Each client represents an individual contract that they have with him or her. Adding to the federal regulations, the call center must abide by each contract’s requirements. For example, a call center’s customer might require all calls be answered live, using an automated system. Other contracts might require that calls be answered within a certain time frame. In any case, you will need to follow any specific contractual obligations.