The VPA Voice - VPA Newsletter

The VPA Voice
"Giving a Voice to Industry Members"
June 7, 2013

Director's Corner

I hope this issue of The Voice finds everyone relaxed and recharged after our recent Memorial Day weekend. This newsletter contains many updates as we travel full speed ahead into the summer season.

With the help of BPA Quality, we are making exceptional progress transitioning over the call monitoring program, with many new features to explore. We're proud to announce that we have a new certified marketer and that several companies are in the process of certification and recertification. On that note, it's encouraging to see VPA members being proactive in their mission to continue upholding the highest standards in the industry.

The VPA exists for you to have a voice in industry matters so we can promote and protect you within this space. If you have any ideas or suggestions for the Association, please feel free to contact me at any time.

All the Best,

Chris Carenza
Executive Director, VPA


Call Monitoring Program

The VPA has seen tremendous progress in its final stages of transitioning the call monitoring program to BPA Quality. In fact, uploads of April recordings began May 15, and scoring is almost complete. BPA's goal is to complete all reviews by the 28th of each month, and timely submissions of call recordings will help to meet that goal. If you have any questions, please do not hesitate to contact Chris at

BPA Quality provides easy-to-access, self-service review of scores. In a few weeks, you will be receiving an email with login information and directions for using the BPA Quality Builder website, which is highly secure and easy to navigate. To ensure you are up to speed with the program, BPA will be conducting two 30-minute informational webinars that will demonstrate how to use the site and answer any questions you may have. Please mark your calendars now to attend one of the two session offerings: (1) Morning session on Tuesday, July 9 at 9 a.m. CDT and (2) Afternoon session on Wednesday, July 10 at 1 p.m. CDT. All marketers will be receiving an email from BPA within the next week confirming contact information for your company. Please respond in a timely manner because this will be the information needed for access to the BPA website. Additional meeting details for the webinars will be provided later this month.


Marketer Certification and Recertification
Get Certified, Get Noticed!

As a certified member of the VPA, consumers know that you have been audited and your call center is in compliance with the Standards of Conduct. The ability to display the Gold Medal status on your website is an outward signal that you are trustworthy and professional. Successfully completing the certification process illustrates you have a specific body of knowledge and that you are dedicated to being in compliance.

At the moment, the VPA is happy to report that almost all of the certified companies are actively pursuing recertification and are close to completing that process. In addition, we have a number of other companies who have signed up for certification and are getting close to finalizing the process.

Congratulations to AutoAssure for completing the Vehicle Protection Association's Certification-Audit Program! Welcome to the Certified Marketers Council.

If you are interested in certification or recertification, it is necessary to submit your application to the VPA to begin the process. For more information, please email Chris Carenza at


Regulatory Updates

Do Not Call Liability for Sellers

The Federal Communications Commission (FCC) recently released a Declaratory Ruling that a seller can be held vicariously liable for Telephone Consumer Protection Act (TCPA) violations committed by third parties, including robodialing and do-not-call violations. This Ruling may impact any company that does business with a call center. Click here for more information on the Ruling from MacMurray, Petersen and Shuster.

AG Action Against Robocalling

At a recent Democratic Attorneys General meeting attended by Betty Montgomery, former Ohio attorney general and partner at MacMurray, Petersen and Shuster, the Generals indicated that a top priority for this year is robodialing. The number of consumer complaints is again on the rise, including those about "extended warranty" calls. As a member of the VPA, which is committed to promoting self-regulation, it is prudent to make note of this call to action so you can be diligent in upholding the highest standards in the industry and maintain compliance with all state and federal laws.

FTC Ban on Illegal Robocalling

The Federal Trade Commission recently charged California-based CallFire, which provides "voice broadcasting" services, with violating the Telemarketing Sales Rule (TSR). The FTC alleged that the company knowingly transmitted illegal outbound pre-recorded telemarketing calls to consumers on behalf of its clients.

The VPA recently issued a press release applauding the FTC for its action against CallFire. Betty Montgomery, former Ohio attorney general and partner at MacMurray, Petersen and Shuster, said, "I commend the VPA for taking a stance against robodialing and supporting the FTC's tough enforcement." To see the full press release, click here.

If you have questions regarding any of these updates, please contact Chris at


Annual Meeting Announcement
Viva Las Vegas!

This year's Annual Meeting is tentatively scheduled to start at 5 p.m. on Sunday, Sept. 15 and end at 5 p.m. on Monday, Sept. 16, so please plan accordingly. The event will again be held at Bally's Las Vegas Hotel & Casino.

The VPA has been contacted by companies interested in sponsoring portions of the event and is in the process of securing all sponsorships. If you'd like to participate or want more information, please contact Chris Carenza at


Member Showcase

The VPA Voice will periodically feature members who have made an effort to give back to the community in one way or another. If you would like your company to be featured here and on the website, please contact Chris Carenza for more information on this member benefit.

This month the VPA would like to recognize Mark Govero of National Vehicle Protection Services, Inc. for his commitment to the Muscular Dystrophy Association (MDA), a nonprofit organization dedicated to curing muscular dystrophy by funding research in the field.

As an annual participant in the MDA’s "Lock-Up" event, Mark has raised more than $15,000 for the association in the last five years, exceeding his fundraising goal year over year. The funds that Mark and his business partner, Chris Riley, have raised through this event support MDA research and, more important to Mark, a summer camp that is run by the association. Mark has enjoyed meeting many of the children who attend this camp and benefit from his fundraising, and he finds happiness in knowing that he can give them a few weeks each summer to smile, enjoy camp and just be kids. The VPA is proud to have Mark as a member.


Quality Corner

As part of our mission to Promote and Protect our members, the VPA would like to share with you some tips to help your business succeed.

Entrepreneur recently shared an article titled "How to Use Customer Recommendations to Grow Your Business." The article focuses on the importance of leveraging LinkedIn as a resource for businesses to attract new customers and build credibility. It outlines the differences between endorsements and recommendations and is full of concrete advice on how to collect feedback that will help your business succeed. In the competitive VSC industry, you may only have a minute or two to prove yourself. With over 225 million members, LinkedIn is the world's largest professional network. Take a look at the article and make sure you are doing everything you can to put your best foot forward.