The United States represents one of the largest consumer markets in the world. As such, the country is an attractive option for foreign companies looking to expand their customer base abroad.
Because physical expansion can prove quite costly, many companies instead opt for a virtual number or call center to provide their US customers with the means to contact the company using a number format that is familiar to them.
While virtual numbers are a cost-effective alternative to setting up physical in-country locations, the United States, like all countries, has its own unique laws and regulations that need to be abided by.
Therefore, we have put together eight considerations for companies looking to set up a customer service number or call center in the United States.
1. Telecommunications Regulations
In the US, the Federal Communications Commission (FCC) sets the rules for toll free numbers. These rules and regulations must be abided by, or the organization can face fines or other punishments. Such regulations include that all toll free numbers be portable so that the subscriber can move their number to a new RespOrg if changing service providers. More information on RespOrgs can be found here.
2. Do Not Call Registry
The National Do Not Call Registry is managed by the Federal Trade Commission (FTC). It is intended to provide consumers with the ability to remove their phone numbers from telemarketing call lists. Businesses using virtual numbers to reach US consumers need to comply with the FTC’s Telemarketing Sales Rule.
3. Privacy Policy
The US has hundreds of consumer privacy laws, both at the federal and state levels. Such laws include the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA). Depending on which states you’ll be operating in, you need to understand and comply with all relevant laws. Creating a privacy policy is the best way to ensure all laws are being followed. More about US consumer privacy laws can be found on the FTC website.
4. Customer Service Standards in the USA
As your virtual number will be your USA customers’ point-of-contact for your business, it is important to ensure you set and abide by high customer service standards. US customer service best practices include promptly responding to customer inquiries, providing accurate information, and maintaining a high level of professionalism at all times. Additional tips for providing outstanding customer service can be found here.
5. Accessibility Standards
The Americans with Disabilities Act (ADA) was established to ensure that all businesses maintain certain standards to make their services accessible to people with disabilities. Therefore, foreign businesses operating in the US need to ensure they are ADA compliant. Additional information on the ADA can be found here.
6. TCPA Regulations
The Telephone Consumers Protection Act (TCPA) and other telemarketing laws in the USA restrict telemarketing calls and text messages to consumers. It also requires businesses to obtain prior express written consent before making any marketing calls or texts. This regulation is also applied to virtual phone numbers. More information on the TCPA can be found here.
7. Record-Keeping
The US has state and federal laws and regulations that require a certain standard of record keeping for customer interactions. You need to ensure you are compliant with these laws and regulations so that your customers’ data is stored securely.
Overall, a US virtual phone number is an excellent way to connect with your American customers and the robust US consumer market. Although there are certain rules and regulations that need to be followed, the benefits of setting up a business in America far outweigh the complexities of entering the market.
Partner with the telecom professionals here at TollFreeFowarding.com to access our extensive offering of US virtual numbers to make connecting with your US customer base quick and seamless.
