With so many people making calls, your do not call compliance procedure needs to be spot on. Here’s how.
Do not call compliance is one thing when you’re working at a business of just a few people or even just yourself. You’re much more in control of who’s doing what, how, and when. The same can’t be said for busy call centers.
High-volume call centers engage in exponentially more calls each day than any individual salesperson or small group of salespeople. While there are certainly benefits to making so many more calls, there’s also an increased risk of falling out of sync with do not call compliance, even if it’s by mistake. Unfortunately, mistakes can be costly, and do not call compliance is every individual agent’s responsibility, which makes it every manager’s responsibility, as well, to ensure the team is following guidelines.
So how does one ensure compliance with so many agents making calls? There are several things you can do to reduce the risk of running afoul of do-not-call lists. Here are a few of them.
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7 Steps on the road to do not call compliance
1. Invest in call management software
Before you do anything else, consider investing in call management software like Call Logic, which automatically checks your list of numbers against the national do not call list and removes any that show up, so you don’t have to worry about reaching someone who doesn’t want to be contacted. Call Logic is entirely TCPA compliant, so we can help take away a significant amount of worry, leaving you free to focus on selling.
2. Regular training
Educating your employees can help achieve do not call compliance, especially at a large call center. Don’t assume all of your employees know all the ins and outs of their jobs, even if they’re veterans. Teach them how to follow do not call rules and remind them frequently of the importance of this obligation. Ensure they know which numbers are exempt from the do not call list and any other exceptions to the otherwise-strict list governed by the Federal Trade Commission (FTC) and the Telemarketing Sales Rule (TSR). They’ll also want to understand the philosophy of the exemptions so they can apply them to state and local do not call lists.
3. Know all the registries
Speaking of state and local compliance, it’s important you don’t forget these lists in favor of the more extensive national list. Many states keep their own lists, some locales keep lists, and then there’s the list that your company may need to keep up with when someone says they don’t wish to be called again. Give your employees access to these registries so they know whom not to call, and make sure they’re always updated with the most recent information.
4. Maintain a written policy
No matter how much you educate people, someone will likely forget something at some point. That’s why it’s helpful to have a written company policy about do not call compliance that’s readily available for employees to refer to when a question arises. The written policy won’t alleviate you of the responsibility to ensure your busy call center remains in compliance with do not call rules. Still, it does make it very clear to employees what’s expected and what’s at stake if they don’t stick to the rules.
5. Record and maintain requests
Recording phone calls can bring a lot of value to your business, especially when it comes to do not call compliance. A recording removes any burden of doubt about someone’s request not to be contacted and helps ensure that you capture everyone not on the national list on your company-specific list.
Federal law also requires telemarketing companies to honor their company-specific do not call registries for at least five years, though some states may require more. Particularly with the advent of mobile phones, where numbers don’t change just because someone moves, it may be worthwhile to maintain your list for much longer than five years (or whatever your state requirement is). Whatever you choose to do, make sure you know the laws in your area and stick closely to those.
6. Fast implementation
Another way to avoid non-compliance with do not call rules is to make sure that when someone asks you to remove them from your call list, you do so immediately. Don’t wait until the end of the week or the end of the month because that risks another of your busy agents calling the number again, unaware of the request not to be called. Add folks to your do-not-call lists as soon as they ask, and make sure the updated list is available to your entire call center within 24 hours.
7. Consult legal counsel
Though we’d all like to avoid incurring unnecessary legal fees, if you run a large call center, you may want to contact legal counsel to help you understand anything else you may need to do to remain compliant. Attorneys who specialize in this area are well-versed in compliance with FTC and FCC regulations and compliance with the TSR and TCPA. They can help to evaluate your business practices and identify any potential risks you hadn’t thought of.
The good news here is that, even if you do make a mistake, the FTC and FCC may cut you some slack if you have a robust process for maintaining compliance. Mistakes happen. We’re all human. But the more you can do to keep your calling list accurate, the better off everyone will be.
Call Logic helps with more than just compliance. Schedule a free demo today to learn more about all of the ways we can help your business to thrive!