![]() In the face of this uncertainty, the bill also presents a potential danger to call centers. Importantly, though, this perspective will need to be weighed in the judicial branch: the law itself lacks a definition of “automatically,” leaving call centers waiting on the courts to more clearly stipulate which dialing methods are compliant under the law. The Remaining Risk and Uncertainty of SB 1120 This change, in Shloss’s view, potentially outlaws click-to-dial modes where numbers are automatically routed to an agent, who then initiates the call. simply says you can’t ‘automatically dial or select’ the person you’re calling.” As Shloss puts it, the Florida law doesn’t take this into consideration: “Florida doesn’t talk about the technology they talk about the methodology. Prior to the passing of SB 1120, call centers could dial numbers without consent, as long as they are not using an automatic telephone dialing system (ATDS). (Something Shloss says you should probably implement across the board anyways.) However, the most profound impact ushered in by the Florida law is its potential change to how you can call your customers. The changes implemented by the bill include a shortening of valid call times by one hour, from 9:00 to 8:00 PM, as well as a prohibition on calling one person more than three times within 24 hours. “But when you break it out and compare it to what was in place previously, there are a few big takeaways.” ![]() ”Īt first glance, says Isaac Shloss, the bill doesn’t look like a big deal. One 2021 bill that continues to be top-of-mind for many in the call center industry is Florida’s SB 1120, popularly known as the “ Florida Mini TCPA. Stevens and the rest of the panel discussed the impact felt by call centers over the course of 2021. However, in the world of call centers, quiet certainly doesn’t mean uneventful. ![]() “On the legislative front, 2021 has been a relatively quiet year,” said Josh Stevens. To help you navigate the fast-changing compliance landscape, we’ve compiled the key takeaways from the group’s lively discussion of landmark call center regulation of 2021, including: This panel, a live edition of the Compliance Officer’s Forum, was hosted by Josh Stevens of law firm Mac Murray & Shuster LLP, and in addition to Hakimi, included Reid Houser, VP of Global Compliance at Sitel Group, and Isaac Shloss, CTO at Groupo NGN. Certain intergovernmental and non-governmental organizations were also be invited to attend the Forum as observers.At the Professional Association for Customer Engagement’s (PACE) ACX21 virtual convention, Convoso CEO Nima Hakimi joined a panel of compliance experts to review some of the biggest issues and changes call centers faced in 2021. The Forum brought together participants from Governments of all ILO member States that wished to attend, and six Employer participants and six Worker participants nominated by the Employers’ group and the Workers’ group of the Governing Body, respectively. The purpose of the Forum was for tripartite constituents to discuss employment relationships in telecommunications services and in the call centre industry, especially call centres operated by, or dealing with, telecommunications services, with a view to adopting points of consensus that would encourage future programme development and inform policy-making on this topic at the international, regional and national levels.
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