The Dangers of Accidentally Contacting the Wrong Person

This post was co-authored by Contact Center Compliance from

The rate of technological advances and communication increasingly makes it difficult to maintain accurate data and remain compliant with certain FCC laws. Accidentally contacting the wrong person could put you at serious risk of violating the Telephone Consumer Protection ACT (TCPA), the Fair Debt Collection Practices Act (FDCPA), the Fair Credit Reporting Act (FCRA) and the Truth in Lending Act (TILA). Past violations have fueled multi-million dollar class action lawsuits. Identifying incorrect data before you begin a marketing campaign is key to avoiding these issues.

Data hygiene is the critical first step to ensure your dialer or CRM platform contains accurate information. Whether you’re a mobile marketer, a collections company or financial institution, your business depends on having the most current and correct consumer data. To significantly reduce your risk and human error, use an automated solution that identifies accurate phone numbers, names and address records in real-time.

Many law experts stress the gravity of the situation. “Numerous lawsuits today involve the accidental calling of wrong and reassigned numbers, creating a significant challenge in the industry,” said Eric Allen, Partner at Allen, Mitchell & Allen PLLC. “A brand may have consent form Person A and be calling to reach Person A, but if Person B now owns the number and answers, Person B is allowed to sue you for your innocent mistake. Phone number and call/text verification scrubbing are absolutely essential to mitigating risk in this regulatory environment.”  

Laws that define how companies can contact someone carry hefty fines if broken. And this has spawned an industry of serial plaintiffs and litigators who target well-intentioned companies. The best way to reduce exposure to lawsuits and class-action settlements is to mitigate your risk by identifying these litigants in your data before beginning an inbound or outbound campaign.

Contact Center Compliance, the industry leader in TCPA- and DNC-compliance software, has performed more than 60 billion phone number scrubs to date. Its trusted suite of cloud-based compliance solutions enables you to easily and effectively adhere to the latest DNC and TCPA regulations. With deep roots in the direct marketing industry, and as a Genesys AppFoundry partner, Contact Center Compliance provides the highest quality service while maintaining the most comprehensive and accurate data. For more information on Contact Center Compliance software and how it integrates with the Genesys® across all three customer experience platforms, visit them in the AppFoundry Marketplace.