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CCNG September Town Hall: Keeping Customer Interactions Compliant And Avoiding Costly Lawsuits
The Telephone Consumer Protection Act (TCPA) was implemented by an act of Congress in the 1990s, principally as a tool to regulate telemarketing calls to consumer residences. The TCPA has undergone numerous updates since and the more recent changes have created a challenging and hostile regulatory environment when you want to initiate contact with existing, or potentially new customers via normal contact center channels. The TCPA is now administered by both the FCC and the FTC. Between their rulings at the federal level and state-level regulations, a veritable minefield awaits your operation daily. This coupled with an aggressive plaintiff litigation industry has created a necessity that you have a current compliance process that is followed daily and updated regularly.
Contact Center 411 and Troutman Amin, LLP will address the most significant recent and pending regulatory events you should be tracking. Additionally, they will provide insights on basic steps you should take to establish compliance policies and processes for your firm. Topics will include:
Meet Your Member Facilitators
Kirby McLennan – Partner Contact Center 411
Kirby McLennan brings over 30 years of experience spanning contact center operations and consulting, and information technology. He has worked as a senior level consultant during his twenty-five-year consulting career focusing on operational effectiveness, customer interactions, technology, and strategic initiatives. Kirby partners with client companies to develop and implement solutions that address customer expectations and business objectives.
Kirby has worked with companies to develop and implement initiatives in a variety of industries such as Financial Services, Insurance, Software, Energy, Healthcare, Hotel/Lodging, Airlines, Distribution, Consumer Products and Manufacturing. Kirby’s ability to quickly analyze technology and operations helps his clients develop the requisite initiatives to enhance the customer experience, improve operational effectiveness or expand their business. Kirby holds certifications in ITIL – IT Service Management and Total Quality Service (TQS).
Contact Center 411 is a consulting firm focused on customer contact operations and support capabilities. The firm helps clients become more efficient in their processes and implement technology
for a better customer experience. Contact Center 411 brings a full spectrum of contact center operations and customer support capabilities derived from extensive organizational leadership and consulting experience. The firm’s partners have worked internally at all levels from agent to senior executives as well as providing business transformation consulting leadership for large and multi-site operations within Fortune 500 enterprises. They bring extensive industry experience in healthcare, utility, hospitality, financial services, telecommunications, life sciences and more, giving deep insight specific to these industries and enabling thoughtful design of tailored solutions for each.
Services Include
Eric Troutman- Troutman Amin, LLP
The Czar of TCPAWorld is one of the country’s prominent class action defense lawyers and is nationally recognized in Telephone Consumer Protection Act (TCPA) litigation and
compliance. He has served as lead defense counsel in more than 70 national TCPA class actions and has litigated nearly a thousand individual TCPA cases in his role as national strategic litigation counsel for major banks and finance companies. He also helps industry participants build TCPA-compliant processes, policies, and systems. Eric has built a national litigation practice based upon deep experience, rigorous analysis and extraordinary responsiveness.
Eric and his team feel equally at home litigating multibillion dollar telecommunications class actions in federal court as they do developing and executing national litigation strategies for institutions facing an onslaught of individual TCPA matters. They thrive in each of these roles – delivering consistently excellent results – while never losing sight of the client experience. While many firms now tout TCPA expertise, Eric has been there from the beginning. He built one of the country’s first TCPA-only defense teams and began serving as national TCPA counsel for his clients nearly a decade ago. This perspective allows him to swiftly develop the right litigation strategies for dealing with recurring problems, without wasting time on tactics that are bound to fail. Eric’s rich historical perspective and encyclopedic knowledge of the TCPA landscape also make him an invaluable resource to institutional compliance teams struggling to comply with the shifting regulatory landscape. No task is too small – or too big. Indeed, Eric and his team have helped build TCPA-compliant systems and processes for some of the largest and most complex corporate entities in the country. He commonly works with in-house compliance counsel to build and implement enterprise and business-line specific TCPA solutions, performs TCPA audits and drafts and reviews proposed TCPA policies and procedures. He and his team also have the technical expertise necessary to assist call centers seeking to develop TCPA-resistant call path architecture or to modify existing telephony and software integration to better insulate from potential TCPA exposure. Eric has built a reputation for thought leadership. An avid blogger and speaker, he has been at the forefront of the industry’s effort to push for clarity and a return to sanity for the TCPA for years. He was selected to advocate for the financial services industry on important TCPA issues
before the Federal Communications Commission and co-authored the nation’s only comprehensive practice guide on TCPA defense. In his spare time, Eric leads defense teams representing banks and other financial services companies in consumer finance litigation matters. He has experience representing clients in UCC, TILA, RESPA FCRA, CCRA, CLRA, FDCPA, RFDCPA and FCCPA claims, as well as in fraud and bank operations issues.