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Welcome to Online Training! Today you’re going to learn about the Do Not Call Registries.

12/10/2013 Do Not Call Agent Training PowerPoint

This Agent Training PowerPoint provides information about Do Not Call regulations and our Company’s procedures. Remember, this material is for training and has not been filed or approved as advertising. It should not be used as a sales tool.

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The National Do Not Call Registry is a list of registered residential and cell phone numbers belonging to consumers who do not want to receive telemarketing calls.

With a few exceptions, if a person’s phone number appears on the National DNC Registry, federal law prohibits telephone solicitation calls to the registered number.

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Perhaps you’re asking yourself, “Why is compliance to Do Not Call regulations so important to success?” It’s simple. If you are not compliant and contact individuals who are on a Do Not Call list, it can mean substantial fines for the Company and the possibility of termination for you. Like it or not, adherence to Do Not Call regulations is a big deal in the insurance industry and for consumers.

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Do Not Call Agent Training PowerPoint

In addition to the National Do Not Call Registry, many states and companies maintain Do Not Call lists.

Consumers may register home phone numbers and cell phone numbers on any or all of them.

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The National Do Not Call Registry, which took effect in October 2003, affects insurance companies, brokerage firms, and trade associations. It addresses two areas of activity: telemarketing and fax solicitation.

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The primary focus of this training is telemarketing, since most Agent activity falls in this area. But federal Do Not Call regulations apply to fax solicitations too, so never send unsolicited faxes.

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The National Do Not Call Registry is jointly sponsored by the Federal Trade Commission and the Federal Communications Commission. The National Registry applies to both intrastate and interstate commercial telemarketing calls to consumers.

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Several exceptions can apply to Federal Do Not Call regulations within the categories of current customers, applications or inquiries, personal relationships, and businesses.

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If you have an ‘established business relationship’ with a customer, Federal Do Not Call rules generally don’t apply. This exemption exists for the duration of your business relationship and for up to 18 months after the customer’s final financial transaction with the Company. The exemption applies to both active and lapsed policyholders. But the business relationship and the exemption terminate immediately if the consumer requests not to be called.

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You may call an individual who has completed an application or made an inquiry or request for information within the past three months, because that constitutes an established business relationship.

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Federal Do Not Call rules don’t apply to people with whom you have a personal relationship. This exemption covers family members, friends, and acquaintances. So it’s OK to call your brother and harass him for the $10 he has owed you for six months.

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An important point to remember is Federal Do Not Call regulations apply only to residential calls. They do not apply to calls between a telemarketer and a business, but a business can request its number be added to a company’s Do Not Call list.

A home-based, business phone number, not obtained from a business directory, is considered residential and subject to Do Not Call regulations.

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DNC regulations apply to referrals. The FCC personal relationship exemption applies only to people you know, not to referrals.

If the phone number of a referral is on the National Do Not Call list, you cannot initiate a call to the person. However, you may return the person’s call if he or she calls you.

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In addition to the National Do Not Call Registry, many states have established Do Not Call Registries. Check this website or contact your state’s Attorney General’s Office regarding DNC legislation in your state.

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Remember, you must maintain compliance with the National DNC Registry and with your state’s registry if there is one.

You must also stay informed about DNC laws and other applicable state laws and regulations regarding telemarketing in the states in which you sell.

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National DNC provisions require companies who engage in telemarketing to maintain an internal, company-specific Do Not Call list.

If a consumer requests not to be contacted by the Company, the Company places the consumer’s phone number on the Company’s internal DNC list and does not contact the consumer again.

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In compliance with federal regulations, our Company maintains an internal DNC list. If you are asked by a contact not to call again, you must immediately record the full name of the contact, phone number, address if available, policy number if available, and have your Agency Owner e-mail the Home Office with the request.

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Noncompliance with federal, state, and Company DNC regulations can result in severe fines. Financial penalties and certain fines can be tripled for knowing or willful violations.

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It’s critical you adhere to Do Not Call regulations on the federal, state, and Company levels. No Company or individual wants to pay hundreds or thousands of dollars in Do Not Call fines for something that can be avoided.

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Implement the following key items to help maintain DNC compliance:

• Make calls only from phones that display caller identification information.

• Always give your name, the Company name, and the purpose of the call at the beginning of each call.

• Only make telephone solicitation calls from 8 a.m. to 9 p.m. in the time zone you are calling … and never on holidays.

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If you purchase a lead list from an outside vendor, you must verify the list has been scrubbed against the national and state Do Not Call registries. Submit the purchased list to the Home Office to be scrubbed against the National Registry and the Company’s DNC list.

Agents are individually responsible for complying with any applicable state DNC regulations.

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To submit your purchased list to the Home Office for scrubbing:

Request the list from the vendor in Microsoft Excel format.

Save the leads to your desktop.

Log on to the website and follow instructions for uploading the leads.

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Lists are scrubbed and e-mailed back within seven days with numbers on the Do Not Call lists removed.

Replace the uploaded leads with the scrubbed list.

Don’t forget to forward Do Not Call requests from contacts to your Agency Owner to e-mail to the Home Office.

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To scrub one or two numbers, Agents should log on to the Agent Services website. On the left-hand side of the website, under Online Information, click on Field Inquiry. When the gray box appears, type in the phone number you wish to scrub in the Do Not Call box, then click Enter. You will get this message if the number is on the Do Not Call list.

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All referrals must be uploaded in the Lead Management System, or LMS. Referrals uploaded by 7 a.m. Central time zone are available by 7:30 a.m. Sponsorships uploaded by 3:30 p.m. Central time zone are available by 4 p.m.

If a sponsor’s phone number is on the do not call list, the words ‘In person’ appear in the phone number field, meaning you can make only an in-person contact … no phone call.

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You can use phone numbers for 31 days from the date they are scrubbed. Then they must be scrubbed again. When you send the list to the Home Office to be scrubbed, an expiration date is included on the cover letter returned with the scrubbed list. That date tells you how long you may use the list before you must have it scrubbed again.

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Log on to the website to review Do Not Call regulations and the specific steps you take to ensure compliance. Regulations can change, so review procedures periodically to be sure you are always in compliance.

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Congratulations. You have completed the Do Not Call Agent Training PowerPoint.


welcome to online training! today you [re going to learn ... sheets v2/library/li… · lists are...

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