August 16, 2022

Lead Generation: Where Compliance Meets Conversion in Your Call Center

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Lead Generation: Where Compliance Meets Conversion

LiveVox offers powerful lead generation and compliance tools that help businesses of all sizes capture and qualify leads. What makes LiveVox so unique is its exclusive compliance features – which ensure that your lead data remains compliant with ever-evolving industry regulations. This makes LiveVox the perfect choice for businesses in highly-regulated industries, such as healthcare and financial services. Keep reading to discover the benefits of lead generation with LiveVox, and how you can use it to boost your business’s bottom line.

What is lead generation compliance?

Lead generation compliance refers to the process of ensuring that lead data is collected and used in a way that complies with industry regulations. This includes ensuring that lead data is accurate, up-to-date, and relevant to the business’s products or services. Lead generation compliance also encompasses making sure that lead data is collected from sources that are compliant with the industry’s regulations.

Types of regulation

There are two main types of regulation that impact lead generation: privacy laws and telemarketing laws.

Privacy Laws

Privacy laws, such as the General Data Protection Regulation (GDPR) in Europe, the California Consumer Privacy Act (CCPA) in the United States, and the Personal Information Protection and Electronic Documents Act (PIPEDA) in Canada, regulate how businesses can collect, use, and store lead data.

Telemarketing Laws

Telemarketing laws, such as the Telephone Consumer Protection Act (TCPA) in the United States and the National Do Not Call Registry, regulate how businesses can use lead data for telemarketing purposes.

Within these two main types, there are even more regulations and rules that can affect lead generation like the Payment Card Industry Data Security Standard (PCI), and Fair Debt Collection Practices Act (FDCPA). 

Feeling bombarded with acronyms? Don’t worry. Here’s a more extensive list with clear descriptions for each:

TCPA

The Telephone Consumer Protection Act regulates communications made for marketing purposes and prohibits calls made in a certain manner.

GLBA

The Gramm-Leach-Bliley Act requires financial institutions – companies that offer consumers financial products or services like loans, financial or investment advice, or insurance – to explain their information-sharing practices to their customers and to safeguard sensitive data.

HIPAA

The Health Insurance Portability and Accountability Act is a federal law that requires the creation of national standards to protect sensitive patient health information from being disclosed without the patient’s consent or knowledge. 

DNC

The National Do Not Call Registry, or DNC, is a list of consumers who have opted out of receiving telemarketing calls. Together, TCPA and DNC are a critical set of guidelines for call centers to comply with.

PCI

PCI refers to the Payment Card Industry Data Security Standard. It governs the way companies process, store, and transmit credit card information.

FDCPA

The Fair Debt Collection Practices Act puts restrictions on the actions companies and third parties can take in attempts to collect on a debt. 

When it comes to compliance, it’s important to consider your industry and where in the world your company operates. These are two defining factors for most compliance considerations.

How does compliance affect lead generation?

Compliance with lead generation regulations is essential for any business that collects and uses lead data. Failure to comply with regulations can result in hefty legal penalties and fines, as well as damage to the business’s reputation. Lead data that is not collected and used in a compliant manner is often of lower quality, which can lead to poor lead conversion rates as well.

How does LiveVox mitigate risk and stay compliant?

LiveVox provides a number of features that help businesses stay compliant with lead generation regulations. We have built-in compliance features that help businesses ensure that their lead data remains compliant with industry regulations (like with all those acronyms above). Some of these features include:

Lead scrubbing

We automatically scrub lead data against the National Do Not Call Registry, ensuring that businesses only contact leads who have opted-in to receive calls from them.

Real-time lead validation

LiveVox software validates lead data in real-time, ensuring that businesses only contact leads who are interested in their products or services.

Lead management

We provide a lead management system with built in compliance features that helps businesses track and manage their lead data. This system includes features such as lead assignment, lead tracking, and lead reporting.

Unique Compliance Features

A battle-tested approach to TCPA

Unlike other cell phone outreach solutions, our approach to risk mitigation has been successfully vetted in the courts. We have a winning 11-0 court ruling record, address the highest levels of Telephone Consumer Protection Act (TCPA) requirements, and ensure human intervention for effective risk mitigation.

Take the manual effort out of managing consent with our embedded consent management functionality across all channels. We equip you with pre-defined emails with mandated opt-out links, SMS templates with CTIA-keyword opt-outs, real-time unsubscribe account-level consent updates, and embedded consent management on an agent desktop.

Complete quality and compliance analysis

Always be on top of quality and compliance 100% of the time as LiveVox automatically monitors, analyzes, and scores by advanced AI. Be promptly notified of regulatory risk, customer dissatisfaction, or anything that is important to your business.

How does compliance affect conversion?

You’re probably thinking that staying compliant means losing out on leads. But lead generation regulations can have a positive impact on conversion rates. Lead data that is compliant with industry regulations is usually more accurate and up-to-date, which means there’s a greater chance to convert leads into customers. LiveVox utilizes up-to-date data sources to ensure your list is compliant. 

Purchasing an email list is a great example of this. In certain countries, it’s against regulation to send communications to recipients who haven’t explicitly opted in to be contacted. And even if you send an email to a purchased list – or via another form of communication – the conversion rate will be very low. Doing so can also poorly affect your brand reputation.

The LiveVox way

LiveVox is the perfect lead generation tool for businesses in highly-regulated industries. We offer a number of compliance features that help businesses stay compliant with lead generation regulations, while also providing a powerful lead capture and qualification platform. Learn more about how we can help your business boost its bottom line.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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