Introduction
DTS Solutions LLC (“Company,” “we,” “us,” or “our”) operates as an authorized referral and service assistance partner for leading internet, television, mobile, and related service providers across the United States. Our business model is primarily inbound-focused, where customers contact us by telephone to receive assistance comparing available service options and plans.This Call Recording and Monitoring Policy explains how and why we record and monitor telephone communications handled by our representatives. These practices are implemented in accordance with applicable federal and state laws and are designed to promote transparency, protect customer privacy, enhance service quality, and ensure compliance oversight.
Scope of This Policy
This policy applies to:
• All inbound calls received by DTS Solutions LLC
• Any permitted outbound calls
• All employees, agents, supervisors, and management personnel involved in call handling or monitoring
Purpose of Call Recording and Monitoring
Calls may be recorded and monitored for legitimate business purposes, including:
Quality Assurance and Training
To maintain service standards, ensure accuracy of information provided, and improve representative performance
Performance Evaluation
To assess agent effectiveness and provide coaching, training, and development support.
Compliance and Legal Requirements
To verify adherence to applicable laws, carrier agreements, and company policies, and to assist in dispute resolution.
Verification of Communications
To document customer inquiries, service discussions, and any representations made during the interaction.
Consent for Call Recording (United States Jurisdiction)
U.S. states follow either one-party consent or all-party consent recording laws. To ensure nationwide compliance, DTS Solutions LLC follows an All-Party Consent standard.At the beginning of a call, participants are informed that recording or monitoring may occur. By continuing the call after this notice, callers acknowledge and consent to recording where permitted by law.
Notice of Recording
Callers may hear a notification such as:“This call may be recorded for quality assurance and training purposes.”Continuation of the call after this disclosure constitutes acknowledgment.
Representative Acknowledgment
All representatives are informed that calls may be recorded and monitored as part of employment. Participation in call handling constitutes acknowledgment of this practice.
Call Handling Practices
Inbound-Focused Operations
Our operations are primarily inbound, meaning customers initiate contact with DTS Solutions LLC.
No Unsolicited Marketing
We do not initiate unsolicited automated marketing calls, text messages, or emails without the legally required prior consent.
Limited Outbound Follow-Up
Outbound follow-up calls may occur only when:
• An inbound call was received from the same number within the previous thirty (30) days
• Calls are placed between 9:00 a.m. and 6:00 p.m. local time
• Representatives clearly identify themselves and DTS Solutions LLC
Call Center Operating Hours (Eastern Time)
• Monday–Friday: 9:00 a.m. – 9:00 p.m.
• Saturday–Sunday: 10:00 a.m. – 6:00 p.m.
Data Storage and Retention
DTS Solutions LLC follows strict data handling practices:
• No sensitive payment information is collected or stored through our website
• Call recordings are retained for five (5) years unless otherwise required by law
• Recordings are stored in secure, access-controlled environments
• Procedures exist to redact inadvertently disclosed sensitive information
Customer Rights and Alternatives
Customers who prefer not to have their call recorded may discontinue the call after the recording notice and request alternative communication options where available.Requests regarding call recording practices may be directed to us using the contact details below.
Compliance and Policy Violations
Type your paraAll employees and representatives must comply with this policy. Failure to adhere to recording and monitoring standards may result in disciplinary action, up to and including termination.Security or compliance concerns may be reported to:DTS Solutions LLC
jushun@thedtssolutions.com
+1 833 458 3120