PACE Regulatory Compliance & Ethical Standards 3

Question 1

The Fair Debt Collection Practices Act (FDCPA) prohibits debt collectors from contacting a consumer at their workplace if the collector knows the employer:

Accepted Answer

Disapproves of such communications

Answer

The FDCPA prohibits workplace contact when the collector knows or has reason to know the employer disapproves of such calls.

Question 2

Which of the following represents a conflict of interest that a contact center agent must disclose?

Accepted Answer

Having a personal relationship with a customer whose account the agent handles

Answer

A personal relationship with a customer whose account an agent manages creates a conflict of interest that must be disclosed to management.

Question 3

Under the CAN-SPAM Act, commercial email messages must include which of the following?

Accepted Answer

The sender's physical mailing address

Answer

CAN-SPAM requires every commercial email to include a valid physical postal address of the sender.

Question 4

An agent handling a complaint realizes the customer's issue stems from a systemic product defect affecting many users. The most ethical next step is to:

Accepted Answer

Escalate the pattern to management or quality assurance for investigation

Answer

Identifying systemic issues ethically requires escalation so the root cause can be investigated and broader customer harm prevented.

Question 5

Which standard specifically addresses security requirements for organizations that process, store, or transmit payment card data?

Accepted Answer

PCI DSS

Answer

PCI DSS (Payment Card Industry Data Security Standard) sets requirements for all entities that handle cardholder data.

(PACE) Professional Association for Customer Engagement Certification Practice Test

(PACE) Professional Association for Customer Engagement Certification Practice Test

PACE Regulatory Compliance & Ethical Standards 3