Call Center Compliance and Legal Regulations 1

Question 1

Which federal law governs telemarketing calls and requires companies to honor the National Do Not Call Registry?

Accepted Answer

Telephone Consumer Protection Act (TCPA)

Answer

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?

Accepted Answer

There is no specific daily limit but harassment is prohibited

Answer

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?

Accepted Answer

Payment Card Industry Data Security Standard

Answer

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?

Accepted Answer

State wiretapping/eavesdropping statutes

Answer

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?

Accepted Answer

$51,744 (as adjusted)

Answer

The FTC can seek civil penalties up to $51,744 per violation for Do Not Call Registry violations (amount adjusted for inflation).

Call Center Practice Test