Telemarketing Weekly Brief: May 13–18, 2025
This week in the US telemarketing industry was marked by significant developments across regulatory enforcement, the impact of emerging technologies, and labor dynamics. Authorities continued their efforts to combat fraudulent practices with multiple legal actions against scam operations. The increasing sophistication of scams leveraging artificial intelligence also came into focus, prompting warnings from federal agencies. Meanwhile, workers within the outsourcing sector demonstrated a growing push for improved labor rights. The financial performance of companies adapting to new digital marketing strategies offered insights into the evolving landscape, and the exploration of AI by state government for customer service highlighted the transformative potential of technology in call center environments.
Key Telemarketing News & Trends
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Crackdown on Telemarketing Fraud Schemes
The US Department of Justice announced charges against four businessmen and two companies based in Pennsylvania for their involvement in a nationwide telemarketing fraud scheme. Operating from at least January 2018 through December 2022, the “Bene Market Group” allegedly defrauded consumers across the country by deceptively marketing limited health and dental plans as comprehensive major medical insurance. The indictment details how the defendants collected tens of millions of dollars in commissions through bait-and-switch tactics, leaving thousands without adequate health coverage. In a separate legal development, a couple residing in Florida pleaded guilty in federal court to wire fraud and conspiracy for orchestrating a long-running telemarketing scheme that specifically targeted elderly timeshare owners. This operation, which ran from 2016 to 2023 under various company names, involved making false promises of timeshare rentals, buyouts, and recovery of funds lost in previous scams, all in exchange for upfront fees that were never fulfilled. Furthermore, the Federal Trade Commission (FTC) took action against individuals and entities involved in a fraudulent student loan debt relief operation. As a result of the FTC’s lawsuit, the operators are permanently banned from the debt relief industry and are required to surrender all assets to resolve allegations of misleading consumers seeking assistance with their student loans. These cases collectively underscore the persistent challenge of telemarketing fraud and the ongoing efforts by federal and state agencies to protect consumers from these deceptive practices.
Published: May 14, 2025
Eastern District of Pennsylvania | Four Businessmen and Two Companies Charged in Nationwide Telemarketing Fraud Scheme | United States Department of Justice -
FBI Warns of AI-Powered Scams Impersonating Officials
The Federal Bureau of Investigation (FBI) issued a public warning regarding an increasing number of scams where malicious actors are leveraging artificial intelligence (AI) to impersonate senior officials within the US government. This campaign, which began in April 2025, employs both text messaging (“smishing”) and voice calls (“vishing”) to target current and former government officials, as well as their contacts. Scammers send text messages and AI-generated voice messages that convincingly mimic the voices of high-ranking officials in an attempt to establish trust before attempting to gain unauthorized access to personal accounts. The FBI highlighted the rapid advancements in AI voice replication technology, noting that just a few seconds of audio are sufficient to create synthetic voices virtually indistinguishable from the real person. This development signifies a notable escalation in the sophistication of social engineering attacks, making it more challenging for individuals to discern legitimate communications from fraudulent ones. The potential consequences extend beyond financial losses, as compromised accounts could enable malicious actors to further target additional government officials and their associates, potentially gaining access to sensitive information or soliciting funds under false pretenses.
Published: May 17, 2025
FBI Warns of AI-Powered Scams Impersonating U.S. Officials via Voice and Text -
Teleperformance Workers Mobilize for Union Rights
American workers employed by Teleperformance, a multinational outsourcing firm, organized a national day of action to advocate for their right to join unions. This mobilization occurred across a dozen sites in various states, including California, Florida, Idaho, Kentucky, Maryland, Nevada, Utah, Washington, and in Puerto Rico. The workers, who are organizing with the Communications Workers of America (CWA) union and the ASL Interpreters Union-OPEIU, are demanding better working conditions and a stronger voice in their workplaces. They report facing challenges such as unsustainable workloads and wages that are insufficient to support their families. The workers emphasize that while Teleperformance has made global commitments to respect workers’ rights to organize, these rights are not being consistently upheld for its American employees. This collective action reflects a growing sentiment among call center and outsourcing workers to seek union representation as a means to improve their working lives and ensure fair treatment.
Published: May 15, 2025
Teleperformance Workers Mobilize for National Action Against Company’s Mistreatment of American Workers | Communications Workers of America -
Fluent Reports Growth in Commerce Media Solutions Amid Strategic Pivot
Fluent, Inc., a company operating in the digital marketing sector, released its financial results for the first quarter of 2025, revealing significant progress in its strategic shift towards Commerce Media Solutions. The company reported an 8% increase in revenue for this segment compared to the previous quarter, with the annual revenue run rate now exceeding $65 million. This growth indicates strong momentum in Fluent’s efforts to focus on this higher-growth area of the market. While the revenue from its Owned and Operated segment experienced a decrease, the substantial growth in Commerce Media Solutions suggests a successful transition in the company’s business strategy. The company’s leadership expressed optimism about continued growth in this sector throughout 2025, aiming to build a more predictable and valuable business for its shareholders. This development highlights the evolving nature of digital marketing and the potential for companies to find success by adapting to new approaches in connecting with consumers.
Published: May 15, 2025
https://www.nasdaq.com/press-release/fluent-announces-first-quarter-2025-financial-results-strategic-pivot-accelerates
Tools & Tips
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Tip 1: Understanding and Complying with Telemarketing Regulations Navigating the complex landscape of telemarketing regulations is essential for all professionals in the industry. Given the ongoing enforcement actions and the potential for significant penalties for non-compliance, staying informed is paramount. The Federal Trade Commission (FTC) provides comprehensive resources and guidance on the Telemarketing Sales Rule (TSR), which outlines the rules and requirements for telemarketing activities. This resource offers valuable information on disclosures, prohibited practices, record-keeping, and more, helping telemarketers ensure their operations adhere to federal law.
https://www.ftc.gov/business-guidance/resources/complying-telemarketing-sales-rule -
Tip 2: Exploring AI-Powered Solutions for Call Centers The integration of artificial intelligence (AI) into call center operations is rapidly transforming customer service and offers significant potential for the telemarketing industry as well. As highlighted by the implementation in California’s state call centers, AI can enhance efficiency, improve agent productivity, and personalize customer interactions. Exploring industry reports and articles that discuss the latest trends in AI for call centers can provide valuable insights into how these technologies, such as AI-powered agent assistance and analytics, can be leveraged to optimize telemarketing strategies and improve overall performance.
Top 2025 Trends in Customer Service
Fun Fact
Did you know that the use of telephones for sales purposes has a history stretching back to the early 20th century? As phone directories became available, companies began compiling and selling client lists as early as 1903, recognizing the potential of this new communication tool for reaching potential customers. However, the first company that explicitly identified itself as a telemarketing firm, DialAmerica, was founded much later, in 1957. It started with a modest setup of just one inbound and one outbound calling station, marking the formal beginning of the telemarketing industry as we know it today.
We’d love to hear from you!
Have you observed any recent changes in regulatory scrutiny or started using new AI-driven tools in your telemarketing efforts? Share your experiences or insights with us—we’re featuring selected community voices in next week’s edition.