Each and every business runs with a set of rules and regulations. You just cannot escape them. The same goes for call centers as well.
No one would ever go for a call center that doesn’t respect the standards set by the industry. The ones who don’t really follow the industry rules are also the ones who fail to please their customers.
Many of you are still unaware of the compliance and security of your outbound dialer. No worries if you still don’t know about it, as we have come to the rescue. So stick with our blog post right to the end to know more.
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What Is Compliance?
Compliance is basically a set of regulations set by the standard industries which we need to follow. The regulations must be maintained. Otherwise, your call center might get penalized. The common regulations are DNC and TCPA compliances.
What Are The Type Of Compliances?
To put it simply, we’ve categorized the compliance for the call center into the three following popular categories. However. apart from the ones we mentioned, there are many more compliances.
1. DNC
DNC is the regulatory compliance, which stands for do not call list. This means if a client has turned on this feature, your call center should abide by it and not disturb the client while it is turned on. If you do so, then you not only lose your image in front of your clients but your business might also get penalized for it.
2. TCPA
TCPA stands for Telephone Consumer Protection Act. This protocol, again, is a set of regulations to protect customers from getting unwanted sales calls. It also comes with various rules for the business owners so that they know:
- Who you can call, strongly supporting the fact that agents cannot contact the leads who are on the DNC list.
- When you call, it says agents can call the leads before 8 am or after 9 pm as per their local time.
- How you can call, implying that agents should maintain decency and courtesy in every call they make and may use artificial intelligence to leave an automated voicemail. However, agents are not allowed to do any unsolicited behavior or practices during cold calls.
Therefore, when running a call center, you must ensure that you are not violating these federal laws and times by any of your services.
3. STIR/SHAKEN
OK, so again, let’s start by decoding the abbreviation. STIR Stands for secure telephone identity revisited.
On the other hand, SHAKEN stands for Signature-based handling of assorted information using tokens. Both these protocols are made to protect the customers from spoofing on their telephone networks. The protocols also help you to authenticate an incoming call.
Therefore, maintaining the terms stated in this compliance is extremely important. Otherwise, your calls might also get auto-blocked or can even be banned by the anti-Robo call apps.
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How Does The Call Center Ensure Compliance?
The following will give you some finely curated strategies that can help you ensure compliance:
- Always double-check and review your compliance with STIR/SHAKEN, TCPA, and others.
- Know about the risks where your dialer might cross the boundaries set by the compliances.
- Do not make your call center workflow too messy. As it is gonna have a direct effect on your outbound calls.
- Make sure you are as organized as possible. This is because the more organized you are, the better you will be able to cope with compliance.
- Ask your agents to make meaningful call scripts. They shouldn’t be saying something that violates any law or might offend a lead.
- Always check if your DIDs are fresh or not and if they have any previous spam history. You can use Truecaller to authenticate your DIDs.
- Call center owners should always focus on updating themselves so they don’t miss out on the latest compliance protocols.
FAQs
What does an outbound dialer do?
Outbound dialer is basically a dialing software where you can import a list of contacts, and then it can automatically dial those contacts for you. The dialer helps your call center employees automate their work while reducing their idle time.
Why would a company want to use an outbound dialer?
A call center or a company would want to use an outbound dialer because:
- It increases the productivity of your agents as it automates the mundane work
- It saves you a whole lot of time
- With the dialer, you can simultaneously call multiple leads
- The dialer also lets you leave preset voicemails
Wrapping Up: Compliance & Security with your Outbound Dialer
So there you have it all on our blog post- compliance and security with your outbound dialer.
We hope we provided you with enough context on the security measures of an outbound dialer.
If our today’s content has benefited you with something new, don’t forget to let us know your thoughts in the comments below.
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