Is it time to brush up on "do not call" rules? Since legislation for the National Do Not Call Registry was passed in 2003, call centers across the country have had to adjust processes to comply with "do not call" regulations. The registry, which erects a barrier to telemarketing, has also made things more difficult for those designing marketing campaigns. This quiz tests your knowledge of the history behind the National Do Not Call Registry and its impact on the call center industry.
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1. What is the basic rule regarding outbound dialing in the call center, whether it's fully automated or manual?
a) Enterprises cannot call a customer at any time, even if they have a pre-existing relationship with that customer.
b) Enterprises can call a customer with whom they have a pre-existing relationship.
c) Enterprises can call a customer only if that customer has asked them to call.
d) Enterprises can call a customer only if the customer has bought something from the business in the past.
2. What types of organizations are exempt from "do not call" restrictions?
a) Political organizations
c) Survey takers
d) All of the above
3. True or False? Many companies today are employing creative tactics to get around the National Do Not Call Registry.
4. True or False? A call center operating on behalf of a mortgage company is allowed to call existing customers to solicit them for a refinance opportunity.
5. True or False? According to some analysts, "do not call" compliance is expected to drive investment in predictive dialers, and the trend toward call center outsourcing will mean steady investment in interactive voice response (IVR) systems.
6. Before the federal "do not call" legislation passed in 2003, what was the biggest concern from vendors?
a) Executives worried that they wouldn't have work for former telemarketers.
b) Executives worried that it would be hard to train employees on "do not call" processes.
c) Executives worried about how they were going to make up for the loss in revenue resulting from "do not call" lists.
d) Executives worried about lawsuits.
7. True or False? Officials at the Federal Trade Commission deem the National Do Not Call Registry a success.
8. True or False? Some states operate a "do not call" registry in addition to the federal registry.
9. True or False? In both the federal and state "do not call" registries, there is no expiration date on a resident's registration.
10. The federal "do not call" program is paid for by telemarketers, who must buy the lists of people who don't want to hear from them. If a telemarketer disobeys the "do not call" registry, how much can they be fined for each call?