The Communication Act and the Federal Communication Commission (FCC) hold
telephone companies liable for their agents and telemarketers. At National
Access Long Distance, we uphold standards of quality on telesales to avoid
fraud and error by implementing a written code of compliance-based and
integrity- based ethics.
In order to guarantee that a provider-switch is ethical, every call is
recorded and stored. National Access Long Distance follows the FCC guidelines
for telemarketers to change a customer’s long distance provider. A provider-switch
must be done either by Third Party Verification (TPV) or a Letter of Agency (LOA). Our sales are triple
checked to confirm that the sale is ethical, that the authorized person in
charge of the account made the change, and the sale must pass both an auditory
and visual check of compliance.
Third Party Verification (TPV) is recorded 3-way telephone call that
connects the consumer and vender to an independent verification company.
TPV confirms a customer’s decision to switch
their long-distance carrier by following eight steps after the sales
representative transfers the customer to a Third Party Verification company.
1. The verifier will ask the sales representative to state identifying
information and where they are calling from, as well as, the customers’
information.
2. Then the verifier will ask the sales representative to clear the line.
3. The verifier will identify his or her self to the customer and then ask if
it is OK if the conversation is being recorded.
4. If yes, then the verifier clarifies the customers’ name, his/her title,
address, and phone number(s), and then ask a series of questions requiring
either a yes or no response. If the customer has any questions; then,
verification is stopped and the customer is transferred back to the sales
representative for clarification. The maximum of three times per lead. Third
Party Verifiers may never answer any questions.
5. The customer is asked to supply authorization information, such as, the
month and year of their birth to verify that they are over 18 years of age.
6. The verifier will then supply the customer with a toll-free number of the
company they have authorized service with.
7. The verifier will ask the customer if they can call them right back, just
so they can confirm that they spoke to the authorized person in charge of the
account.
Letter of Agency (LOA) is a detailed written or electronic letter that is
used to confirm a telemarketing order. The consumer must sign the LOA and send
it back for sale to be complete.
A toll-free number must be provided to the customer, so that they can confirm
the switch. Tele-sales are not processed for 48 hours in order to give the
customer a chance to change his or her mind.
For quality long distance contact National Access
Long Distance.
