Autodialer – An Overview:
The software that automatically dials numbers is known as a autodialer. Their names suggest that they have the common function of automatically dialing telephone numbers, which (as their name suggests) they can do in a variety of ways. When it is urgent to call or to accommodate a large number of people at the same time, auto dialers are essential.
Based on call analytics, dialers can predict agents are available and even dial new numbers if necessary to increase the chances that the caller will reach a live person instead of voicemail. In spite of its ill reputation, auto dialers are an effective tool for sales, in the hospitality and healthcare sectors, and for emergency situations. SIP trunks are typically used by VoIP auto dialers that work through computers or PBX systems.
Types of Autodialers:
Preview Dialer:
The agent reviews call information before deciding whether to dial the number.
Progressive Dialer:
Presents contact information before dialing, ensuring the call is made when an agent is available.
Predictive Dialer:
This technique uses various techniques to minimize the time between dialing and further connecting the call to live agents. This technique allows the phone agent to dial several phone numbers at the same time. Once the call is answered, the predictive dialer tries to connect to the agents. However, the recorded messages that are played to the recipient when they answer the call are simple recordings or IVR asking them to press some digit on their phone.
Smart Predictive Dialer:
Makes calls, plays recorded messages, and connects calls to agents only upon the recipient’s request for assistance.
Voice Broadcasting:
Delivers pre-recorded messages to answering machines and live answers, allowing for call scheduling and interactive responses.
Autodialer Laws & Regulations:
Navigating autodialer laws is crucial for compliance. Key federal regulations include:
Telephone Consumer Protection Act (TCPA): Regulates automated calls, pre-recorded messages, Timezone based restriction and SMS.
Telemarketing Sales Rule (TSR): Governs Do Not Call lists and sets guidelines for honest practices.
TCPA and Compliance:
The TCPA, enacted in 1991, aims to curb unwanted telemarketing calls through automated dialing equipment. Businesses must adhere to solicitation rules, emphasizing consumer consent to avoid penalties. Compliance involves:
- Avoiding calls between 9 pm and 8 am.
- Respecting the National Do Not Call Registry.
- Displaying caller ID information.
- Providing contact details and purpose before sales pitch.
Hours of the Day
You cannot make a call before 8:00 am or after 9:00 pm in the recipient’s time zone. If you’re calling from outside your area, you need to pay close attention to that last bit. Therefore, if you live on the east coast, you cannot call anyone in California before 11 am.
Call you can’t make
There is no point in calling a hospital, a physician, 911, or a fire and police agency since they are all emergency lines, according to the Federal Communications Commission.
Lost and abandoned calls
In general, you may not “abandon” more than three percent of the calls you receive. If a customer contact is not connected to a live sales representative within two seconds of the caller’s greeting, a call is considered abandoned. You know, that lag you hear whenever you get a marketing call? An abandoned call is considered to be unanswered after two seconds if you don’t hear back. I don’t want to brag, but Call Logic’s zero lag time means you’ll never have to worry about dropping calls.
Fraudulent Practices
Federal Trade Commission (FTC) guidelines prohibit fraudulent practices, understandably. In general, you must be honest if someone pays you to provide goods. You must make your products and services “clear and conspicuous” in the details of the transaction before they will pay you. You’ll find information such as the total cost, any restrictions, and refund policies. As a reminder, the fine for engaging in these deceptive practices for each violation is $43,280.
Information Disclosure
Before you begin your sales pitch, the Telemarketing Sales Rule (TSR) requires you to give your contact information, the purpose of the call, and a short description of the products you’re selling.
National Do Not Call Registry
When calling someone on an anti-telemarketing list (DNC list), there are severe penalties. Fortunately, there’s a solution. There are circumstances when the Federal Trade Commission will permit accidental calls. When calling a number on the DNC list, you must follow these steps to protect yourself:
Ensure that your written procedures comply with DNC rules.
Train your team on the procedures.
It is recommended at least every 31 days to keep track of the number of DNC activists. (We are proud to mention that Call Logic offers real-time scrubbing as one of our standard features!)
Don’t call specific entities
In addition to the national DNC registry, consumers can also enroll in a DNC entity-specific registry. To put it another way, if a consumer asks you not to contact them, it is imperative that you add them to your DNC list in order to avoid being fined.
Messages pre-recorded
There are a lot of nuances in the laws governing autodialers. Prior written consent is required before leaving a prerecorded message on an answering machine or voicemail service. Additionally, the message must include an “interactive opt-out feature.”
It is acceptable to send informational messages so long as the messages are purely informative and do not attempt to sell any services or products.
As you would expect, there are some exemptions. An example of an exemption is being given on calls regarding a prior sale transaction, or reminding clients of upcoming appointment times. Charitable organizations with a charitable mission also qualify for exemptions.
TSR exceptions
It is possible for you to be exempt from the TSR if you sell investments. If your business is not regulated by the Securities and Exchange Commission or the Commodity Futures Trading Commission, then the Securities and Exchange Commission may be the appropriate agency. The TSR may not apply to insurance companies if the state legislates them.
Call Logic is cloud-based, so staying up-to-date with autodialer laws can be accomplished from anywhere, no matter if you are working from the office or at home.
ICTBroadcast as a TCPA Dialer:
ICTBroadcast ensures compliance with TCPA regulations. Admins can manage outbound call restrictions based on time zones, preventing calls before 8 am or after 9 pm. It offers a comprehensive solution for running telemarketing campaigns within legal constraints.
What is the Telephone Consumer Protection Act (TCPA)?
Telephone Consumer Protection Act (TCPA) was passed into law to combat the growth of unwanted telemarketing calls to consumers across the United States. This law, signed in 1991, aims to stop unwanted phone calls, specifically telemarketing, through the use of automated dialing equipment. The law restricts pre-recorded voice messages, robocalls, SMS, and faxes in the course of doing business, especially the use of goods and services for sale.
In order to comply with the law, businesses must strictly follow prescribed solicitation rules without explicit customer consent. Any business that directly communicates with customers should focus on consumer consent since it is a big part of the law.
Telephone Consumer Protection Act Law
You are protected against unwanted pre-recorded telemarketing calls if you subscribe to the Telephone Consumer Protection Act (TCPA). You will not be able to receive autodialed or prerecorded calls or texts on your mobile phone. TCPA rules and regulations came into effect in 1992 under the administration of the Federal Communications Commission (FCC). The TCPA recommends telemarketers should not perform the following actions:
- After 9 pm, before 8 am.
- If you have opted out of calls from a particular caller, or if your name is on the Do Not Call list, you cannot receive calls from them.
- Your home or work is flooded with unwanted fax messages.
- Make sure an identity and number are displayed on the caller ID.
- Do not provide any information about themselves, the employee or company they are calling on behalf of, and their contact details.
TCPA Prohibitions:
Specifically, TCPA prohibits unsolicited contact without prior consent. The law extends to calls, texts, faxes, and prerecorded messages. Revocation of consent is possible, and businesses must offer opt-out options. The law is intricate, covering reassigned numbers, consent revocation, and blocking robocalls.
Compliance Challenges:
Compliance involves securing constant consumer consent and maintaining accurate contact lists. Verification processes for reassigned or changed numbers may pose challenges but are vital for maintaining contact center efficiency.
In conclusion, understanding autodialer types and complying with regulations such as TCPA is crucial for businesses relying on automated calling systems. Staying informed about evolving laws ensures ethical and legal use of autodialers in various industries.