The evolution of the regulatory framework for call centers in Italy has introduced significant updates through Law No. 5/2018. This legislation, along with the AGCOM resolutions, establishes precise rules for the identification of call center operators and the protection of consumer privacy.
New provisions have also been introduced regarding the operation of the opposition register and the use of specific numbers for telephone communication for promotional purposes.
AGCOM, with resolution no. 156/18/CIR, has defined two specific prefixes for call center calls: "0843" for statistical activities and "0844" for market research and commercial communications.
In this article, we will explore these provisions in detail and their implications for call centers operating in Italy.
What are the identification obligations for call centers?
According to Italian legislation, call center operators are required to make the caller line identification visible during every promotional call, without using number restriction services.
This ensures that the recipients of the calls are always informed about their origin, increasing transparency and strengthening trust in telemarketing services.
Protection of privacy and right of opposition
A fundamental aspect of Law No. 5/2018 is the respect for the right to privacy. Consumers have the opportunity to object to the processing of their personal data for advertising purposes, by registering with the opposition register.
Call center operators must consult this register monthly and update their lists before starting any promotional campaign.
What penalties do call centers risk?
AGCOM is responsible for monitoring compliance with current regulations. It can impose significant sanctions in case of violations. These sanctions are provided by Articles 29, 30, 31, and 32 of Law No. 249/1997, which further strengthen the framework of protection for consumers.
Implications of the new regulations for call center operators
The regulations introduced with Law No. 5/2018 and subsequent AGCOM resolutions represent a significant step towards greater transparency and privacy protection in the call center sector.
The new regulations necessitate that call centers take specific measures:
- Adoption of prefixes: Use the prefixes "0843" and "0844" for all promotional calls, ensuring that these are clearly visible to recipients.
- Staff training: Ensure that all operators are aware of the regulations and understand the importance of respecting consumer privacy.
- Monitoring and compliance: Implement internal control procedures to ensure ongoing compliance with the law and AGCOM resolutions.
Strategies for implementing the new regulations in call centers
To ensure full compliance with the new regulations, call centers must adopt a series of operational strategies and best practices. Here are some of the most beneficial actions to consider.
Technical implementation of prefixes
The adoption of prefixes "0843" and "0844" must be managed technically to ensure that all promotional calls are correctly identified. This includes updating telephony systems to automatically insert the correct prefixes based on the type of call made.
Continuous staff training
Training is a very important aspect of regulatory compliance. Organizing regular training sessions for operators on the details of Law No. 5/2018 and the related AGCOM resolutions helps prevent violations and improves the quality of service offered to consumers.
Management of the opposition register
Call centers must develop robust procedures for checking and updating the contact lists based on the opposition register. This process should be automated to reduce human errors and ensure that no consumer registered on the register receives unwanted promotional calls.
Internal monitoring and audits
Implement a system of regular internal audits to check compliance with the rules. This should include checking calling practices and data management procedures, ensuring that all activities comply with legal provisions.
Collaboration with AGCOM
Maintaining open and collaborative communication with AGCOM can help clarify any doubts about the regulations and receive timely updates on any legislative changes or new guidelines. This helps call centers to always stay in line with current regulations and to anticipate possible changes in the sector.
By adopting these strategies, call centers can not only ensure compliance with the law but also improve their reputation and consumer trust, establishing a solid foundation for future operations in a regulated environment.