Overview

Every call, text, or message you send to a customer can carry compliance risk, making a strong understanding of the Telephone Consumer Protection Act (TCPA) essential. This course introduces key TCPA requirements and enables you to navigate customer communication in a compliant and responsible manner. You’ll begin with the fundamentals, exploring why the TCPA exists, the types of communications it governs, and the rights it provides to consumers. You’ll then understand how TCPA rules apply across contact centers, customer service, sales, and marketing, with a focus on real-world communication methods such as live calls, autodialed calls, SMS messages, and prerecorded outreach. As you progress, you’ll work through practical scenarios to understand consent, opt-outs, call timing, and prior express written consent, and how these factors determine whether communication aligns with TCPA requirements. You’ll also learn to evaluate lead sources and identify common compliance risks in outreach activities. By the end of the course, you’ll be equipped to make informed decisions about customer communication and confidently apply TCPA-compliant practices in your day-to-day role. Enroll now to strengthen your compliance expertise and communicate with confidence.

Syllabus

Module 1: TCPA Basics

This module builds the compliance foundation every customer-facing professional needs before engaging in regulated outreach. You will explore why the TCPA was enacted, which communication methods it governs, and what rights consumers hold when organizations contact them. Rather than surveying legal text, the module grounds every concept in practical context, helping you develop the working vocabulary and baseline understanding that will inform every compliance decision you encounter throughout the course.

Module 2: TCPA in Contact Centers and Customer Service

Contact center compliance depends on understanding how calling method, consent status, and timing all interact under the TCPA. This module examines how the law applies differently to live calls versus autodialed calls, when consent is required, and how opt-out requests and legal calling windows shape compliant communication. Rather than outlining rules in the abstract, the module places every concept in contact center and customer service scenarios, building the judgment agents and supervisors need to make compliant decisions in real time.

Module 3: TCPA for Sales and Marketing

Sales and marketing outreach operates under some of the TCPA's strictest requirements, and this module prepares you to navigate them with confidence. You will examine what prior express written consent actually requires, how prerecorded messages are regulated in promotional contexts, and how to evaluate whether leads obtained from third parties carry compliance risk. Every concept is grounded in the outreach scenarios sales and marketing teams encounter daily, helping you move from awareness to applied judgment.

Module 4: Summary and Final Assessment

This module consolidates the core compliance principles covered across the course and confirms your readiness to apply them. You will revisit the most important TCPA expectations for contact centers, customer service, sales, and marketing, then demonstrate your understanding through a comprehensive final assessment that spans all four modules.