Can anyone tell me more about third party verifications processes while conducting telemarketing campaigns... Is it mandatory to use third party verifications for collecting credit card information while closing sales during a telemarketing campaign? Are third party verifications required in those cases where financial transactions are involved (like credit card etc) or when service provider is changed or some other specific situations? What according to you can the most efficient procedure for collecting & processing credits cards to close sales?

Mr.Aggarwal,

Third Party Verification (TPV) are mandatory only if process is required or given by the client ,it is basically for the authentication involved, wherein the customer feels secured when sharing his credit card details.

If you have anymore questions please feel free to mail.

In Europe above and beyond client and customer requirements one should first think about compliance. In the UK this may include European Directive on distance selling; Financial Services Act; Data Protection Act as well as agendas set by the General Insurance Council, Financial Services Autority, British Banking Code of Conduct and possibly the the Direct Marketing Association.
No doubt America has applicable laws.

Thanks Mark & Sid for your comments. Third party verifications ( TPV) are used for authentication process, that ‘s true. However, as per my knowledge, their are certain specific telemarketing situations where the US law requires it. It would be good if someone could throw more light on this aspect. Many clients are not aware of the legal requirements themselves and thus rely of telemarketing service providers / call centers for this information. I agree with Mark that America has applicable laws for telemarketing just as UK. For example, American law requires every commercial call center to maintain a written policy statement regarding keeping a ‘Not-to-call’ list. Similarly there are legal requirements, awareness & discussion about which would benefit all. Also, there is one, more aspect to which I would like to invite your attention. If suppose a UK based
call center conducts an outbound US telemarketing campaign, which laws would be applicable on the call center telemarketing
– UK laws, US laws or both?

My company is a provider of digital recording services and third party verifications, and most of our clients using the third party verification aspect of what we do are telecommunications companies reselling long distance to customers.

The FCC is currently attempting to make third party verification mandatory for companies to reduce Slamming and Cramming complaints by customers in the United States. They are meeting some very strong opposition from telecomm's who are hiring legal teams to combat the change. Right now no final legislation has been set.

In telemarketing situations (in the U.S.) it's dependant on the client. The FTC though is making changes to the Telemarketers Sales Rule where a company (as of October 13) must be able to provide verifiable understanding and consent by a customer to purchasing a product or service before any billing can take place.
Such records can be made by expressed written consent, signed contract or recorded verbal contract. Third Party verification will work, but just standard recording meets the requirements.

I happen to know of a company providing both digital recording and third party verification and would be happy to provide you with more information about the rule changes as well as there/my service information.

Call me at 1-877-444-8324 or email at support@voicetronic.com for any needs.

Mike McLenehan
Sales Manager
Voicetronic International

Hi Mr Agarwal,
TPVs are useful in many ways. Excluding the legalities, there is much more into
it. The end client would require a complete recording to keep a regular check on Quality, to check if the CTQs are being adhered to. The other way of looking at the benefit is as soon as a call gets trasfered from the Agent to the third Party the customer gets a fair chance to logout incase he is skeptical about going in for the product. It reduces slamming on sales and gives a comfort level to the customer cause the customer knows the call is being recorded for security purposes. This gives the customer a level of satisfaction makes it easier for the customer to give his CC details.
Now to close the sales and avoid a NO from the customers i guess there are many ways which most of the experienced agents and your T-Leaders would be aware of.

regards
nitin