Call Center Compliance and Legal Regulations 2 — Questions and Answers
Question 1: Under TCPA rules, what technology requires prior express written consent before contacting a consumer on a cell phone?
- Live agent dialing
- Predictive dialer with human transfer
- Automated telephone dialing system (ATDS) or prerecorded message (Correct answer)
- Manual click-to-call
Correct answer: Automated telephone dialing system (ATDS) or prerecorded message
The TCPA requires prior express written consent when using an ATDS or prerecorded/artificial voice to call mobile numbers.
Question 2: What is the permissible calling window under the FTC's Telemarketing Sales Rule for outbound telemarketing calls?
- 8 AM to 8 PM local time
- 8 AM to 9 PM local time (Correct answer)
- 9 AM to 8 PM local time
- 9 AM to 9 PM local time
Correct answer: 8 AM to 9 PM local time
The Telemarketing Sales Rule prohibits telemarketing calls before 8 AM or after 9 PM in the consumer's local time zone.
Question 3: Which consumer protection law gives California residents the right to know what personal data a business collects and to request its deletion?
- GDPR
- HIPAA
- CCPA (California Consumer Privacy Act) (Correct answer)
- FCRA
Correct answer: CCPA (California Consumer Privacy Act)
The CCPA grants California residents rights to access, delete, and opt out of the sale of their personal information.
Question 4: Under the Fair Credit Reporting Act (FCRA), a consumer disputing information on their credit report must receive a response within how many days?
- 15 days
- 30 days (Correct answer)
- 45 days
- 60 days
Correct answer: 30 days
The FCRA requires credit bureaus and furnishers to investigate disputes and respond within 30 days (or 45 with new information).
Question 5: What is 'call spoofing' and which law primarily prohibits it in the US?
- Recording calls without consent — prohibited by HIPAA
- Disguising a caller's true number to mislead recipients — prohibited by the Truth in Caller ID Act (Correct answer)
- Using a predictive dialer — prohibited by the TCPA
- Calling after hours — prohibited by the TSR
Correct answer: Disguising a caller's true number to mislead recipients — prohibited by the Truth in Caller ID Act
The Truth in Caller ID Act prohibits transmitting misleading caller ID information with intent to defraud or harm.
Question 6: When must a telemarketer transmit Caller ID information under the Telemarketing Sales Rule?
- Only when the consumer requests it
- Always, transmitting the seller's name and phone number (Correct answer)
- Only for outbound calls lasting more than 30 seconds
- Never — telemarketers may block their number
Correct answer: Always, transmitting the seller's name and phone number
The TSR requires telemarketers to transmit the seller's name and a phone number consumers can call to opt out.
Call Center Compliance and Legal Regulations 2
Under TCPA rules, what technology requires prior express written consent before contacting a consumer on a cell phone?