Recording and Telephone Sales Rule Compliance
How recording can keep you on the right side of the law

• Express Verifiable Authorization
  New FTC rules require you to have “express verifiable authorization” for any telephone sale (outbound or inbound if it’s an upsell/cross-sell) that uses a “novel” payment (which is any form of payment other than credit or debit cards). EVA can take the form of a recording, a signed authorization or a “welcome package”. Based on our experience with regulations similar to these in the telecommunications industry, we believe most telemarketers are going to choose recording. VoiceLog recording solutions include both on-demand and full-time recording in a number of configurations, so you can record every sales transaction and know that we’ll exceed the FTC’s two-year record retention requirement on every recording. For more information about EVA, click here.
  
• Free Trial to Pay with Pre-acquired Account Information
  Let’s say you’ve got a program where you’re offering a free trial that automatically goes billable to an account where you already have the customer’s account information. Under these circumstances, recording is now mandatory for all telephone sales falling under FTC jurisdiction. Further, it’s not just the transaction that must be recorded. The entire sales call must be recorded and stored for two years. A problem? With VoiceLog, you can record all of your calls easily and have them automatically archived for up to seven years for easy retrieval.
  
• Electronic Signatures
  Want to take advantage of the E-Sign Act without even needing a computer? VoiceLog offers an electronic signature process that you can implement even when the customer doesn’t have a PC or internet access. Now, you can meet state and federal requirements for signed agreements without your customer ever needing to put pen to paper.
  
• Proof (and Monitoring) of Compliance
  Need proof that your agents are representing your product, terms and conditions, etc. correctly? Need to make sure that they are? With VoiceLog you can record every call and store for as long as you need. Do real-time or post-call quality assurance to ensure script compliance and stay in the bounds of the law. You can even use the recordings as training tools with your agents and selectively store and delete recordings to meet your needs.
  
• Dispute Resolution
  Got a customer who’s disputing the order? With VoiceLog you can quickly retrieve recordings and play them back to customers while they’re still on the line. Keep a dispute from becoming an official complaint by resolving it with the customer immediately. If the order is good, the recording will show that and chances are good the customer won’t file a complaint. If the recording shows a problem, you can offer the customer credit right away and keep a minor issue from becoming a serious problem.