The recent Order TDF/149/2025, issued by the Spanish government and effective as of March 7, 2025, aims to combat phone scams by enforcing new security measures in telecommunications. This regulation requires operators and businesses to take specific steps to prevent identity fraud and the misuse of phone numbers.
In this context, technologies such as interaction recording, voice analysis, and voice biometrics play a crucial role in compliance and consumer protection. These tools not only facilitate fraud detection but also enhance security and trust in phone interactions.
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The Impact of Order TDF/149/2025 on Telecommunications and Customer Service
The regulation introduces strict restrictions on commercial calls and strengthens telecommunications and customer service security measures. Some of its key provisions include:
- Blocking fraudulent calls: Operators must prevent calls with falsified or empty caller IDs from being placed.
- Ban on commercial calls using mobile numbers: The use of mobile numbers for unauthorized telemarketing campaigns is restricted.
- Stronger identity fraud prevention: Companies must implement measures to prevent phone scams.
These regulations compel businesses to adopt advanced technologies that ensure call authenticity and protect consumers from fraudulent practices.
1. Verifying Incoming Calls with Voice Biometrics
One of the main challenges in telecommunications is identity fraud. Scammers impersonate legitimate entities to deceive consumers and obtain sensitive information.
Voice biometrics is an effective solution to this issue, as it authenticates a caller’s identity based on unique vocal characteristics. With this technology, businesses can confirm whether the caller is truly who they claim to be. This significantly reduces the risk of fraud and enhances the security of phone communications.
2. Detecting and Preventing Fraud in Outgoing Calls
Voice analysis is another key tool in the fight against phone scams. By leveraging artificial intelligence and natural language processing, these solutions can identify suspicious conversation patterns.
For instance, the system can detect if an agent uses a manipulative tone, mentions keywords associated with fraud, or attempts to make a call from an unauthorized number. These alerts allow businesses to take immediate action to prevent fraud and improve communication oversight.
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3. Call Recording and Auditing for Traceability
Recording interactions is a fundamental practice for security and regulatory compliance. By logging all incoming and outgoing calls, businesses can:
- Conduct internal audits: Identify irregularities in communications.
- Verify reported incidents: If a customer reports a scam attempt, the call can be reviewed to determine if impersonation occurred.
- Ensure compliance: Maintaining a call history helps demonstrate adherence to regulations in case of inspections.
These records are essential for maintaining transparency in operations and protecting both consumers and businesses from fraudulent activities.
4. Regulatory Compliance in Commercial Calls
The ban on using mobile numbers for unsolicited commercial calls poses a challenge for businesses that rely on telemarketing. To adapt to the new regulation, organizations can implement call monitoring and analysis systems to ensure the proper use of assigned numbers.
Additionally, voice analysis can help verify that agents follow established protocols and avoid deceptive sales tactics. This way, businesses can maintain customer outreach strategies without violating the law.
5. Integration with Automatic Blocking and Filtering Systems
AI-powered fraud detection also enables the implementation of automatic call-blocking systems. These systems can identify suspicious calls based on historical data and behavioral patterns, blocking those that present a high risk of fraud.
For example, if a number has been previously reported as fraudulent, the system can flag it and prevent the call from reaching the consumer. This not only protects users but also helps businesses filter and manage their communications more effectively.
6. Improving Staff Training and Quality Supervision
Call recording and voice analysis tools can also be used to enhance staff training in contact centers. By analyzing interactions, businesses can identify areas for improvement in customer service and ensure agents adhere to best practices outlined in the regulation.
Supervisors can use this data to provide effective feedback and adjust communication strategies based on business and customer needs.
Order TDF/149/2025 represents a significant step forward in protecting consumers from phone scams. However, its implementation requires businesses to adopt advanced technologies that enable compliance and strengthen communication security.
Voice biometrics, interaction analysis, and call recording provide effective solutions for ensuring call authenticity, preventing fraud, and increasing transparency in telecommunications. Integrating these tools not only helps businesses comply with the law but also allows them to optimize operations and offer a safer experience for customers.
In an environment where fraud threats are constantly evolving, investing in voice technology is not just a regulatory necessity but also a key strategy for consumer protection and trust.
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