Call Center Compliance and Legal Regulations 1 — Questions and Answers
Question 1: Which federal law governs telemarketing calls and requires companies to honor the National Do Not Call Registry?
- Telephone Consumer Protection Act (TCPA) (Correct answer)
- Fair Debt Collection Practices Act (FDCPA)
- Consumer Financial Protection Act (CFPA)
- Electronic Communications Privacy Act (ECPA)
Correct answer: Telephone Consumer Protection Act (TCPA)
The TCPA restricts telemarketing calls and requires compliance with the National Do Not Call Registry.
Question 2: Under the FDCPA, how many times may a debt collector call a consumer in a single day?
- Once
- Twice
- Three times
- There is no specific daily limit but harassment is prohibited (Correct answer)
Correct answer: There is no specific daily limit but harassment is prohibited
The FDCPA prohibits harassing conduct but does not set a specific per-day call limit; repeated calls intended to annoy are violations.
Question 3: What does PCI DSS stand for in the context of call center payment processing?
- Payment Card Industry Data Security Standard (Correct answer)
- Personal Credit Information Data Safety Standard
- Payment Compliance and Identity Data System
- Protected Consumer Information and Data Standard
Correct answer: Payment Card Industry Data Security Standard
PCI DSS is the Payment Card Industry Data Security Standard that call centers must follow when handling cardholder data.
Question 4: Which regulation requires call centers to record a verbal disclosure that a call may be monitored or recorded in states with two-party consent laws?
- HIPAA
- TCPA
- State wiretapping/eavesdropping statutes (Correct answer)
- GDPR
Correct answer: State wiretapping/eavesdropping statutes
Two-party (all-party) consent state laws require all parties to consent before a call is recorded.
Question 5: What is the maximum fine per violation a company can face for calling a number on the National Do Not Call Registry?
- $500
- $5,000
- $51,744 (as adjusted) (Correct answer)
- $100,000
Correct answer: $51,744 (as adjusted)
The FTC can seek civil penalties up to $51,744 per violation for Do Not Call Registry violations (amount adjusted for inflation).
Question 6: Which law specifically protects health information and restricts how call centers handling medical data may use or disclose patient records?
- TCPA
- HIPAA (Correct answer)
- FCRA
- CCPA
Correct answer: HIPAA
HIPAA (Health Insurance Portability and Accountability Act) governs the use and disclosure of protected health information in call centers.
Call Center Compliance and Legal Regulations 1
Which federal law governs telemarketing calls and requires companies to honor the National Do Not Call Registry?