Posted: December 5, 2016
In a recent decision, the Federal Trade Commission (FTC) revoked its previous opinion regarding the use of “avatar” technology, sometimes referred to as “soundboard” technology. This technology allows companies to utilize prerecorded voice messages managed by live operators to respond during live calls. Basically, what that means is agents respond to consumers using appropriate prerecorded responses to simulate a live conversation instead of actually speaking.
Prior to this decision, the FTC exempted the use of such technology from the prerecorded message provision of the Telemarketing Sales Rule (TSR) on complaint is that consumers do not receive applicable responses to their questions during these types of calls. Due to this increase, the FTC will require companies to obtain express written consent before using such technology for initiating solicitous calls.
This requirement will take effect May 12, 2017.
As always, express written consent must be clear and conspicuous and require the consumer to take some affirmative action, such as clicking a “Submit” button. Below is a little refresher of what must be included in the disclosure statement:
If you have any questions about the FTC’s updated opinion, avatar technology, or the express written consent requirements, please reach out to us at firstname.lastname@example.org.
Mackenzie Frerich is a Consultant at CompliancePoint. She works with clients in a variety of industries and aims to keep them updated on the latest changes in the regulatory environment related to U.S. federal and state consumer privacy law and direct marketing compliance. Her focus is on helping clients mitigate risk by assisting them in refining the processes and procedures necessary to comply with the complex consumer contact requirements. Mackenzie has earned her Customer Engagement Compliance Professional (CECP) certification from the Professional Association for Customer Engagement (PACE), a Customer Engagement Compliance Professional (CECP) certification from the Professional Association for Customer Engagement (PACE), and has a B.A. in International Affairs from the University of Georgia.