CCCP CCCP Compliance & Regulatory Standards 1 — Questions and Answers
Question 1: Which federal law requires contact centers to maintain a Do-Not-Call registry compliance program for outbound telemarketing?
- Telephone Consumer Protection Act (TCPA) (Correct answer)
- Consumer Financial Protection Act
- Fair Debt Collection Practices Act (FDCPA)
- Electronic Communications Privacy Act
Correct answer: Telephone Consumer Protection Act (TCPA)
The TCPA requires contact centers to honor Do-Not-Call registrations and obtain prior express written consent for certain types of automated calls.
Question 2: What does PCI DSS compliance require contact centers to do when processing credit card payments over the phone?
- Record all calls for training purposes
- Pause or stop call recordings when cardholder data is being collected (Correct answer)
- Transfer all payment processing to a third party automatically
- Use only IP-based phone systems for payment calls
Correct answer: Pause or stop call recordings when cardholder data is being collected
PCI DSS requires contact centers to pause or stop call recordings when agents collect credit card data to prevent storing cardholder data within recordings.
Question 3: Under the FDCPA, debt collection calls to a consumer's workplace are prohibited when which condition exists?
- The consumer has not yet been contacted at home
- The consumer owes less than $500
- The collector knows or has reason to know the employer prohibits such communications (Correct answer)
- The call is made before 8 AM or after 9 PM
Correct answer: The collector knows or has reason to know the employer prohibits such communications
The FDCPA prohibits debt collection calls to a consumer's workplace once the collector knows or has reason to know the employer prohibits such communications.
Question 4: Which California regulation requires contact centers to disclose data collection practices and honor consumer opt-out requests?
- HIPAA
- CCPA (California Consumer Privacy Act) (Correct answer)
- GLBA
- SOX
Correct answer: CCPA (California Consumer Privacy Act)
The CCPA grants California consumers rights over their personal data and requires businesses to disclose data collection practices and honor opt-out requests.
Question 5: What is the primary purpose of two-party call recording consent laws that apply to some U.S. states?
- To improve agent training quality scores
- To ensure all parties on a call are aware they are being recorded (Correct answer)
- To create admissible evidence for legal disputes
- To meet ISO certification requirements
Correct answer: To ensure all parties on a call are aware they are being recorded
Two-party (or all-party) consent laws require that all parties on a call be informed and consent to the recording, protecting individuals' privacy rights.
Question 6: Which HIPAA rule most directly governs how contact centers must handle patients' protected health information (PHI)?
- The Privacy Rule (Correct answer)
- The Security Rule
- The Breach Notification Rule
- The Enforcement Rule
Correct answer: The Privacy Rule
The HIPAA Privacy Rule establishes national standards for protecting individuals' medical records and other PHI that contact centers may access or transmit.
CCCP CCCP Compliance & Regulatory Standards 1
Which federal law requires contact centers to maintain a Do-Not-Call registry compliance program for outbound telemarketing?