Quality Assurance

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.

Peace of Mind for the Parent

            Parents always worry more than their children in college about safety and security. One way a caring parent can provide an added layer of protection while their child is way at school is by providing a landline for emergencies.

            The world we live in is fraught with dangers. Though we cannot shield our children from all hazards, the availability of a landline safeguards a student. They are anchors to the real world, sure connections to loved ones, and, perhaps most significantly, assist first responders in emergency situations.

            As young adults leave home and transform into the adult they choose to become, a landline can be a “home base” to which the student can return and reenergize. A landline gives a sense of being connected even when the student needs to unplug from the whirlwind of modern social media.

            Landlines provide a stable and secure access point to friends and loved ones, providing a connection that is not susceptible to dead batteries or “out of service” messages. Parents can encourage their children to pass along important messages in person or on a recording without the fear that their child will simply press “ignore” and the opportunity will be lost.

            One of the surest protections is that a landline will more effectively interact with local officials and emergency responders in case of emergency. Wireless phones are, by their nature, mobile. Operators for 911 rarely receive accurate location information from cellphones; this is especially true in metropolitan areas where jurisdictions overlap. Precious time could be lost explaining your loved ones whereabouts. And what might be the result if your child is badly hurt and unable to speak? Landline addresses pop up immediately on a 911 operator’s screen, providing an added layer of protection for your child. To ensure your college age student’s safety and security and to save money on your long distance service, contact National Access Long Distance.