CCCP CCCP Compliance & Regulatory Standards 1

Question 1

Which federal law requires contact centers to maintain a Do-Not-Call registry compliance program for outbound telemarketing?

Accepted Answer

Telephone Consumer Protection Act (TCPA)

Answer

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?

Accepted Answer

Pause or stop call recordings when cardholder data is being collected

Answer

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?

Accepted Answer

The collector knows or has reason to know the employer prohibits such communications

Answer

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?

Accepted Answer

CCPA (California Consumer Privacy Act)

Answer

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?

Accepted Answer

To ensure all parties on a call are aware they are being recorded

Answer

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.

CCCP - Certified Contact Center Professional Practice Test

CCCP - Certified Contact Center Professional Practice Test

CCCP CCCP Compliance & Regulatory Standards 1