Engage Voice | Intro to outbound compliance tools
The telecommunications industry is subject to industry, state, and federal regulations that cover everything from outbound dialer functionality to the type of phone numbers that can be dialed, and when it’s appropriate or inappropriate to dial them. Compliance with applicable laws and regulations is mandatory if you wish to keep your contact center in good standing — and avoid fines, legal fees, and possibly even closure of your business.
If your business makes outbound calls involving the sale of services or goods to residential phone numbers, then DNC regulations apply to you (with some exceptions). You can read more about that here.
The platform and services we provide include tools that can support your outbound compliance strategy. However, it’s important to note that the responsibility of compliance falls upon the shoulders of the contact center. It’s up to you to research which regulations apply to your business and how to apply our tools in an effective manner.
For more information on compliance, please contact the appropriate legal entities. You can also speak with your product support team if you have any additional questions on how our tools can support your outbound compliance strategy.
About outbound compliance tools
In each of the sections below, you can read a description of outbound compliance tools that can be found in the platform.
DNC scrubbing
DNC scrubbing is the process by which phone numbers that should not be called are removed from lead lists in outbound call campaigns. These lists are simply inventories of phone numbers of people who should not be contacted by telemarketers.
There are various types of DNC lists but they can be grouped into two main categories: internal and external scrubbing.
The internal process is restricted to our platform; it is not connected to or informed by any third-party services in any way. Internal scrubbing refers to scrubbing that is based on the list of numbers you create using the DNC Manager. You can learn more about how to create your own internal DNC list by reading DNC Manager.
External scrubbing is a broader category that includes state, federal, and cellular DNC lists. Scrubbing against these lists requires a third-party subscription. If you want to scrub against state and federal lists, you are responsible for acquiring a subscription; however, a subscription to cellular DNC scrubbing is included in your use of the platform. You can learn more about this process by reading DNC scrubbing.
Real-time DNC scrubbing is also a form of external scrubbing but is different from other forms of external scrubbing. Real-time scrubbing occurs immediately before each number is dialed. As leads are pulled in, they are scrubbed against external lists via API. You can learn more about this process in Using Real-time scrubbing.
ManualDial
The Telephone Consumer Protection Act (TCPA) deals with auto-dialing, texting, and pre-recorded calls to customers; you can learn more about it here. While it is your responsibility to maintain compliance with the TCPA, we have tools that can support your outbound compliance strategy.
Our ManualDial solution can help you integrate human intervention into your outbound compliance strategy. ManualDial is a standalone system that requires agents to place calls manually. It blocks a number of ATDS (Automatic Telephone Dialing System) features, while simultaneously providing a suite of compliance-supporting tools.
Campaign scheduling and dial zones
When you create a campaign, you’ll configure a daily schedule that indicates when your agents will be available for calling leads in that campaign. However, your contact center’s daily schedule may not match up exactly with the times you can legally call leads. For this reason, the platform allows you to assign campaigns to custom dial groups when you configure its dialer settings.
Custom dial groups are groups that you create via the Dial Zones tray setting under the Dialing product menu option. When you create a custom dial group, you’ll choose a base timezone –– the timezone that will apply across all dial zones and schedules located within that group.
Once you’ve created a dial zone group, you can begin adding custom dial zones to that group. The custom dial zones are specific schedules that you want to be able to apply to lead lists that you upload to a campaign. The schedules you create will be based on the timezone you chose for the whole group.
For a more detailed explanation of how to create dial zone groups and dial zones, read Configuring dial zones.
Each dial zone you create will be assigned a four-digit dial zone key. When you upload a new lead list, you can assign it to a particular dial zone using the zone key. If you’re not familiar with this process, you might want to read more about assigning dial zone keys to lead lists.
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