How to Maximize Contact Rates Amid Outbound Dialing Challenges
The outbound call center industry is facing increasing challenges in reaching consumers due to stricter telecom carrier regulations, call blocking, and spam labeling. With major carriers and third-party spam detection apps aggressively filtering calls, businesses must adapt to maintain high contact rates. In this article, we explore key strategies to ensure your calls are successfully connected and not mislabeled as spam. Understanding the Current Challenges Call Blocking and Carrier-Level Filtering Telecom carriers use analytics to detect potential spam or robocalls, leading to many legitimate business calls being blocked or flagged before they even reach the intended recipient. Carriers rely [...]
Do Not Call (DNC) Management for Multiple Call Center Vendors
Introduction Managing Do Not Call (DNC) lists is a critical aspect of maintaining compliance in call centers, especially for businesses that work with multiple vendors. Ensuring that all vendors adhere to DNC regulations can be challenging but is necessary to avoid hefty fines and reputational damage. This blog will explore key compliance considerations, best practices, and how CallShaper can help streamline DNC list management. Key Compliance Considerations Call centers must comply with various regulations, including the Telephone Consumer Protection Act (TCPA) and the Telemarketing Sales Rule (TSR) enforced by the Federal Trade Commission (FTC). These laws require that businesses: Maintain [...]
We’re Here for You: Every Step of the Way with CallShaper Support
At CallShaper, client support isn't just a feature, it’s part of our foundation. While our platform is designed for ease of use, with intuitive editing tools, built-in QA monitoring, and seamless communication between agents and supervisors, we know that sometimes, you need a little extra help. That’s why we offer multiple ways to get the support you need, when you need it. Whether it’s a quick question, in-depth training, or troubleshooting an issue, we’re always just a few clicks—or a phone call—away. Real-Time Chat Support Need a quick answer? Our live chat feature connects you with real people from our [...]
The Power of Call-Backs: A Win-Win for Customers and Agents
No matter how streamlined your call center process is—from intuitive IVRs to real-time wait updates and pre-call information collection—there’s one thing that can still frustrate customers: waiting on hold. In fact, for many customers, the experience of being stuck on hold is enough to overshadow an otherwise smooth support journey. That’s why offering call-backs is a simple yet powerful way to boost customer satisfaction. Instead of forcing callers to wait, you give them the option to receive a return call—turning a negative into a positive instantly. But the benefits of call-backs go beyond happy customers. They can also transform how [...]
FTC Record-keeping Requirements for Call Centers – Effective October 15, 2024
Overview On October 15, 2024, the Federal Trade Commission (FTC) introduced new record keeping requirements for telemarketers and call centers as part of its updated Telemarketing Sales Rule (TSR). Key Record keeping Requirements Under the updated TSR, telemarketers and sellers must retain detailed call records for at least five years. Why Were These Changes Made? The FTC tightened record keeping rules due to growing concerns over robocalls, AI-generated scam calls, and deceptive sales tactics. Steps for Ensuring Compliance To prevent penalties, call centers should proactively update their compliance strategies. Consequences of Non-Compliance Failure to adhere to these new record keeping [...]
How TAS Software Boosts Customer Satisfaction for Small Businesses
Starting and running a small business can be incredibly exciting but it also involves a lot of risks. Limited money and personnel mean that you need to think hard about which aspects of the business you are going to focus on growing and nurturing, especially when you’re just starting out. For many small business owners, their priority is offering high-quality services or products to customers in order to build strong relationships and turn first-time customers into lifelong ones—and rightfully so. But as businesses grow and resources begin to expand, there are elements of owning a small business that should not [...]
Proof Of Consent
In the realm of telemarketing, obtaining and documenting consumer consent is paramount to ensure compliance with regulations and to foster trust with consumers. The Federal Trade Commission (FTC) and the Federal Communications Commission (FCC) have established clear guidelines on what constitutes valid proof of consent. (FTC) Understanding Proof of Consent Proof of consent refers to verifiable evidence that a consumer has knowingly and willingly agreed to receive telemarketing communications. This consent must be explicit, informed, and documented appropriately. Types of Consent Express Written Consent This involves a written agreement where the consumer explicitly authorizes the seller to initiate telemarketing calls. [...]
Why Long-Term Customer Success Should Drive Every Call
The Key Focus of Every Customer Call When a customer reaches out to an inbound call center, whether they need assistance with an issue, have questions about a promotion, want to schedule a service, or for any other reason, the call center agent they connect with already has a goal in mind before picking up the phone. That goal might be to resolve the issue as quickly as possible, secure a sale, or renew a contract. While these objectives can be valuable in the short term and may align with both the customer’s and the company’s expectations, they are [...]
The Importance of TCPA Compliance for Call Centers in 2025
The Telephone Consumer Protection Act (TCPA) continues to be one of the most critical regulations governing call center operations. With increasing fines and evolving compliance requirements, businesses must stay ahead to avoid costly penalties and maintain consumer trust. In this blog, we’ll explore the key aspects of TCPA compliance, best practices for adherence, and how CallShaper’s advanced technology can support call centers in meeting regulatory standards. Understanding TCPA Regulations The TCPA, enforced by the Federal Communications Commission (FCC), sets strict guidelines on telemarketing calls, auto-dialers, prerecorded messages, and SMS marketing. Some of the most important TCPA compliance requirements include: [...]
Navigating the Evolving Landscape of Call Center Compliance: Key Updates as of February 16, 2025
Overturning of the FCC's One-to-One Consent Rule The Federal Communications Commission (FCC) initially enforced the one-to-one consent rule, which required businesses to obtain explicit, individual consent from consumers for each entity intending to make contact. However, this rule has since been overturned, allowing businesses to continue using broader consent agreements, provided they remain transparent and compliant with other applicable regulations such as the Telephone Consumer Protection Act (TCPA). Despite this reversal, call centers should still prioritize clear and well-documented consent practices to mitigate risks and maintain consumer trust. Enhanced Consumer Rights for Consent Revocation Effective April 11, 2025, consumers have [...]
Why Your Telephone Answering Service Should Be Cloud-Based
If your small business isn’t growing as quickly as you’d like, your marketing efforts aren’t delivering results, or your operations feel disorganized, the missing piece might be a telephone answering service (TAS). A TAS ensures that every customer call is answered professionally, messages are taken accurately, and customer support is available even when you can’t be. The right TAS can help you attract new customers, retain existing ones, and streamline your daily operations. The Key to a Modern TAS: The Cloud Not all telephone answering services are created equal. To maximize efficiency and flexibility, your TAS should be cloud-based. But [...]
Understanding the Requirements for Using the Reassigned Numbers Database (RND)
What Is the Reassigned Numbers Database (RND)? The Reassigned Numbers Database (RND) was established by the Federal Communications Commission (FCC) to help businesses and organizations avoid calling or texting numbers that have been reassigned to new users. This database helps mitigate unwanted communications and potential violations of the Telephone Consumer Protection Act (TCPA) by allowing businesses to verify whether a phone number has been reassigned before attempting to contact a consumer FCC, 2021 https://www.fcc.gov/reassigned-numbers-database. Failure to comply with TCPA regulations can result in significant penalties, making it essential for businesses engaged in outbound calling and messaging to understand and adhere [...]
3 Ways to Reduce Your Call Center’s Abandonment Rate
If you operate an inbound call center, abandoned calls are inevitable. Even with highly trained agents and a well-structured IVR system, some callers will hang up before reaching an agent due to circumstances beyond your control. However, you can implement strategies to minimize abandonment rates and improve customer experience. Here are three effective ways to keep callers on the line. 1. Increase Agent Availability One of the simplest ways to lower abandonment rates is to ensure you have enough agents to handle incoming calls. If budget allows, hiring additional staff can significantly reduce wait times, increasing the likelihood that callers [...]
What to Look for in the Best Telephone Answering Service Software
Telephone answering services have always played an important role for small businesses and large corporations alike. Put simply, no one is available at all hours of the day to speak to customers and catalog and respond to inquiries. For those hours during which customers expect to be able to speak to someone but people from the company aren’t available (yes, everyone does need to eat lunch at some point), telephone answering service (TAS) representatives are there. Whether they are simply taking messages and passing them along or performing basic tasks like confirming appointments or sending reminders or follow-ups, TAS [...]
Spotlight on Our Game-Changing Partners
At CallShaper, we are proud to collaborate with innovative businesses that are transforming the call center industry. Our partners share our commitment to helping call centers operate more efficiently while ensuring exceptional customer experiences. Here, we’re spotlighting a few of our partners and how they enhance your call center operations. ActiveProspect ActiveProspect is a SaaS platform designed to streamline customer acquisition through consent-based marketing. Their tools enable businesses to take actionable steps with leads, collect valuable data, and save money—all while documenting proof of consent. This safeguards companies from litigation and fraud while offering insights to refine marketing strategies. For [...]